An efficient helpdesk system is critical to an effective IT support service. At Online Support we take our helpdesk very seriously and have developed an in-house helpdesk software system to enable our engineers to work more effectively.
At the outset of any support agreement we undertake a complete audit of your network, documenting your network infrastructure, your software, your warranties and 3rd party software agreements. This information is entered into the helpdesk system so that our engineers have complete visibility of your set up. Furthermore, through our early warning renewals system, your account manager will notify you of any 3rd party licence agreements or warranties as and when they become due for renewal.
Our helpdesk staff are ITIL certified which endorses our commitment to best adopting practice in the provision of IT Service Management.
There are no frustrating queuing messages - the Online Support helpdesk is continuously manned by real people from 8.30am to 6.00pm and can be reached either by phone or email.
We grade support requests according to four levels of urgency, ranging from critical through to minor and respond accordingly. Response times can be customised to suit your business needs.
