Remote Support

Datacom offers two key remote support services:

1) Helpdesk

Datacom offers a single point of contact 24 x 7, with features including:

• - Single Point of contact for all incidents requests and problems.
   
• - Recording, classification and assigning of tickets to the relevant technical resolver groups.
   
• - Multiple channels of support (web, phone, email, fax etc).
   
• - Co-ordinated response across Datacom teams.
   
• - 24x7x365 coverage.
   
• - Central management of P1 (Severity 1) incidents.
   
• - Complement to Service Desk solution after hours.

Datacom offers an ITIL aligned full Service Desk with a proven capability to increase end user satisfaction, increase First Time Resolve and Reduce Support costs.

Some of the features of our highly scalable and flexible offering are:

• - Skilled staff with a proven track record of first-call resolution.
   
• - Coordinated call ownership and end to end lifecycle management.
   
• - Monitoring and reporting of calls against agreed service levels with automatic escalation if thresholds are approached.
   
• - Mechanism to log tickets through a variety of communication channels including phone, fax, web and email.
   
• - Fulfilment of standard change requests (Soft MAC’ s - e.g. User Admin process to Create, Modify, Disable and Delete users).
   
• - Root-cause analysis to address underlying causes and reduce reoccurrence.
   
• - VIP support for named executives and other end users that need premium support.
   
• - Flexibility solutions to cater for a variety of support needs that include Shared, Dedicated and Onsite and support solutions.

Read more about Desk Side Support and Self Help