Helpdesk Services

Comprehensive Helpdesk services to deliver effective and responsive end user support

The support centre Helpdesk provides telephone, E-mail or remote support, and on-site support is provided by Microsoft and Cisco trained engineers within pre-defined response times.

In all support incidents the CSF³ call management system tracks progress of the call through to final resolution to ensure call lifecycle ownership is tracked and managed.

The system provides a number of features that are critical to providing the required levels of service delivery for clients:

Web based portal access to clients for tracking and monitoring of call status.

E-mail based updates for all calls when they are logged, updated, changed or resolved for immediate communication of progress to clients.

SLA tracking and automated call escalation.

Detailed analysis and reporting for call trend analysis, account management review and KPI metrics.