Managed Support Services

Managed Support Services2018-04-23T04:41:22+00:00

IT Resourcing provides contracted clients with access to a centralised service desk manned by a team of IT professionals. Service desk staff will log requests made by clients in our ticketing system and, if possible, will fix the issue straight away. The staff on the service desk are highly trained and will be able to assist you with most day to day issues.

The centralised service desk can either be contacted via phone or via email. Logging all issues through the helpdesk will ensure they are looked at as quickly as possible. Our service desk is based upon ITIL, which provides a robust framework for identifying, planning, delivering and supporting IT services that can be adapted and applied to all business and organizational environments. ITIL covers the entire IT service lifecycle from the identification of business IT requirements, to designing and embedding a solution and maintaining the new service through continuous review and improvement. Successfully adopting ITIL can help you improve IT services by providing ways to:

  • Manage business risk and service disruption or failure
  • Improve relationships with users by delivering efficient IT services that meet their needs
  • Establish cost-effective systems for managing demand for IT services
  • Support business change whilst maintaining a stable service environment

The client is also allocated a dedicated service delivery manager who will be monitoring the tickets and the technicians to ensure all jobs are being completed in a timely manner. The service delivery manager can also be contacted for IT management/strategy matters, project-related issues, for more specialised IT support, or as an escalation point.

A support contract or service level agreement with ITR gives you access to highly trained IT support without the high costs of employing your own IT Staff or paying premium prices when things do go wrong. Agreements cover all normal IT support needs, as well as regular server maintenance checks and automated monitoring to ensure preventable issues are fixed before they cause business disruption.

ITR provides contracted clients with access to a centralised service desk manned by a team of IT professionals. Service desk staff will log requests made by clients in our ticketing system and, if possible, will fix the issue straight away. Clients are allocated a dedicated service delivery manager who will be monitoring the tickets and the technicians to ensure all jobs are being completed in a timely manner. The service delivery manager can also be contacted for IT management/strategy matters, project-related issues, for more specialised IT support, or as an escalation point.

Service contracts and service level agreements offer predictable billing at a lower hourly rate than ad-hoc work. All agreements are customised where necessary to suit the required solution.

View our IT Management and Support Solutions for more information.