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  Technical Support Contact Centres  
  The ability to successfully deliver professional technical support to both consumer and enterprise level business is a major reason why our services are used by some of the largest IT companies here in Australia and globally. Our approach is not only to resolve a technical issue but to provide customer care on behalf of our clients to continue to build long term customer loyalty and strong relationships. Datacom has state-of-the-art technology that matches up telephony, CRM and professional technicians to deliver support to our clients customers. With our extensive in-house certified training programs we continue to deliver outstanding tracked results in both technical call outcomes and customer service ratings.

 
  Key advantages and services:
 
Level 1 - Consumer and Frontline support
  - Installation support
- Ongoing support
- Troubleshooting
- E-mail response
 
Level 2 - Software, Hardware and Network Diagnosis and resolution
 
  - Business & Commercial support
- Programmers, Database developers & System Engineers
- Line coding & networked devices
Level 3 - SMB & Enterprise complex support
 
  - Service desk
- Microsoft Certified Professionals, Microsoft Certified Support
  Engineers
- Enterprise-wide anti-virus rollouts
Single point of contact for all customers
 
Receiving, recording and tracking incidents up to incident closure
and verification
 
Incident detection, investigation, diagnosis, resolution, recovery and
closure
Management of call escalations
Service level measurement and reporting
Compliant and issue handling
Microsoft Certified Professionals, Microsoft Certified Support Engineers
Professional on-going certified in-house technical and service training classes
Shared resource and dedicated Client services managers
 
NT/WAN administration monitoring tools
(NetIQ/WhatsUp Gold/AuditWizard)
Management of third parties involved with service and support operations
Site audits and equipment tracking
 



 
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