Information Solutions IT OUTSOURCING

SUPPORT..

The difference between IS and many other Service providers is that IS offers a holistic IT solution to your business needs and provides the necessary reporting on service level achievement and other IT related statistics. To provide this service you will need to access our ‘Help Desk’.

Information Solutions has a fully operational Help Desk adding value to the services we offer. Our helpdesk is central to the operational running of our SLA’s and ensure that we achieve the service excellence that we deliver. Our Help Desk allows us to continually provide you with advice based on activities within your organisation. If an alteration is required to your infrastructure (replacement of a PC, upgrade of your network) to ensure a more effective IT environment we will inform you providing all the rationale behind the suggestion with the costing associated.

WHY LOG A CALL WITH THE HELPDESK WHEN YOU CAN PHONE THE ENGINEER DIRECTLY?

Our ‘Help Desk’ software has been internally developed, continually upgraded and enhanced using 7 years of maintenance contract experience.
‘Help Desk’ assists Information Solutions manage and run its maintenance contracts smoothly and efficiently.
Helps ensure that your problem, as a user of your system, is responded to as quickly as possible and NOT forgotten about.
You can call our Helpdesk Agent for an update on your call at any time.
Our ‘Help Desk’ software is designed to ensure that technical problems are recorded in such a way that our clients can understand the required or action-ed resolution.
A Helpdesk agent is available at all times to be told about the problems you are experiencing, whereas the engineer that you normally deal with maybe on leave, maybe busy with another call or may just forget what you have told them.
If you tell the problem to the engineer and not the helpdesk, they are the ONLY person who knows about your problem and as a company we cannot be held responsible for your problem.
We can only provide reporting on information that is in our system so in order to give you correct information we need you to use our system!

Proper problem reporting and logging is essential for sufficient and meaningful support to be given and data to be collected. Such data includes relevant information about the client and equipment where the problem has occurred.