Maintenance and Technical Support

Where the Help Desk function cannot resolve the issue at hand then an on-site visit to the client’s premises is required. These visits are conducted by certified systems engineers and pre-approved by the client. The service features provided include:

  • Engineer for issue resolution
  • Engineer for regular maintenance
  • Level 2 support (issue resolution and maintenance)
  • Level 3 support (improvements and change management)

Ensuring that the systems are fundamentally functional rather than trying to constantly repair is the foundation of providing IT Support. Associated tasks in this line include but are not limited to: event log checks; back up log checks; back-up integrity testing; software updates; antivirus and firewall updates and testing; hardware monitoring and recommended updates / improvements. This is administered by certified systems engineers through a combination of both on-site visits and remote logon technology. The service features provided include:

  • network and systems documentation
  • customised maintenance schedule for the internal network
  • tasks allocated to either on-site engineer or helpdesk as agreed and performed according to schedule
  • 24 x 7 Network monitoring