Over the years IT has developed to become a core part of business operations, with the vast majority of organisations now extremely dependent on the availability of IT services in order to operate at full efficiency. It is therefore vital for you to ensure your organisation’s IT Infrastructure is flawlessly managed and supported.
The TI Group can provide you with a comprehensive and tailored IT Service Desk, guaranteeing outstanding support and customer service 24/7/365. Managing an IT Service Desk in-house can be expensive, time consuming and challenging. Instead you can leverage our investment in technical staff, training, resource centres and logistics in order to guaranty the maximum uptime of your infrastructure and high quality user experience. The TI Group’s Service Desk gives you the freedom to move away from a costly and underperforming in-house IT Service Desk, to an enterprise level IT Service Desk that offers you the highest level of support possible at a fraction of the cost.
Enterprise Level Service and Support
The TI Group can provide you with a solution to manage your organisations complex IT service and support requirements. You need a Service Desk and Support that is scalable, always available and comes with the highest standard of customer service possible. This is why we will tailor a support package to meets all your requirements, which is fully scalable and adaptable to change as your organisation grows and your infrastructure develops. 24/7/365 availability ensures that support is always there to resolve incidents and prevent down-time that will impact negatively on business operations. Our highly trained technical staff give your IT team and users outstanding customer service and support via email, telephone and onsite. Organisations all over the country are taking advantage of the TI Group's IT Service Desk and straight away seeing positive benefits for their IT team, IT users and business operations.
Tailored Functionality
The TI Group’s Service Desk is designed and tailored to meet all your service and support requirements. Whether you are a small business that needs hardware support for kit such as desktops and servers, or a large organisation that requires 24/7/365 support for their business critical data centres, our Service Desk and Support Services can be tailored to fit your requirements and deliver outstanding support. Our services have been developed and constantly improved over a number of years to accommodate the valuable features and functionalities needed to support any IT environment, be it large, small or multi-vendor.
Incident Reporting and Management
The faults, errors and issues that you may experience with your infrastructure are known as incidents. It is our priority to resolve these incidents effectively and as quickly as possible, so as to minimise any potential downtime. All incidents are logged, resolved and reported through The TI Group Service Desk:
Key features of incident management:
- Clients calls are logged and incident information taken
- Incidents are automatically directed to individuals or teams based on the client, the type of incident and clients physical location
- Full service level times and milestones recorded
- Time spent during each function and action recorded
- Link incidents to problems, change requests or known errors
- View asset information such as software installed, hardware specifications
- Check against open calls, user or asset in order to prevent duplicate calls being logged
Knowledge Sharing and Management
Sharing knowledge and information is essential to help resolve incidents as quickly as possible with minimal downtime. Our Service Desk allows information and knowledge to be recorded and distributed to our team so that they have all the relevant information available to help support you. This also allows us to direct incidents to the correct engineer, with the right skills to get the incident resolved.
Reporting and Raising Incidents
You can raise new incidents via the TI Group Service Desk through email or telephone. Once the call has been logged, the Service Desk engineer will run through some standard questions and protocols to help resolve the incident as quick as possible. If the incident cannot be resolved by first line support then it will be escalated to second line support who will take the necessary steps in order to resolve the problem. Files, descriptions and screen shots can also be added which will help in resolving the incident more efficiently. Once a resolution has been implemented the incident will only be closed when the user has confirmed they are satisfied. The incident, problem and method of resolution will then be recorded and documented in detail, so that if a similar incident is raise in the future, it can be resolved straight away. Service Level Agreements are always kept and regular reporting, assessment and service improvement strategies are reviewed.
Service Level Agreement (SLA) and Management
The TI Group can tailor the Service Desk to provide what you need, offering a variety of SLAs. You may need 24/7/365 availability, or just 5 days a week 9am-5pm. The choice is yours. In order to prevent your organisation from paying for a service level it doesn’t require, our Service Desk support is totally scalable and flexible to suit your requirements.
Some of the options available are:
- 24/7/365, 4 Hr Response + 4 Hr Fix
- Monday to Friday, 7am to 7pm, 4 Hr Response
- Monday to Friday, 9am to 5pm, 4Hr Response
- Unlimited incidents and on-site call outs
The Ti Group Service Desk has a number of advanced Service Level Agreement (SLA) management features. All incidents, escalations, engineer calls, etc are recorded in detail into an inventory allowing the Service Desk to effectively research and access past information or records. With the ability to receive and track calls at any time of the day or night, our Service Desk can ensure your organisation is support in the most effective way, with incidents being resolved as quick as possible and downtime being kept to a minimum.
Key features include:
- Unlimited incident reporting and on-site call outs
- UK wide network of highly qualified engineers
- Analysis, reporting and warning notification
