• Overview
• Our Approach
• Your IT 'Roadmap'
• Proactive Set-up
• The Service Desk
• Continuous Support
• IT Policy
• Our Support Services
• Managed Support
• Managed Maintenance
• Inventory Management

I.T. SUPPORT

Managed Support

To many, support means dealing with incidents and problems. Which, of course, we do, both quickly and expertly. But, to us, it also demands in-depth analysis, planning, monitoring and training, so that actual incidents are kept to a minimum.

Easy access

The Fifosys Service Desk is the single point of contact, not just for reporting and managing incidents, but for all incidents and enquiries.
The Service Desk is responsible for seeing that all incidents are dealt with promptly and correctly. They also maintain our Service Desk Management System, which keeps a comprehensive log of clients - dealings with us.
All client staff have access to the Service Desk, via phone or email. We also provide:

• VIP status for key personnel, giving even faster response times or additional levels of care.
• Access for your allocated IT Officer to your records on the Service Desk Management System and out of hours access to support via mobile phone.

A smooth transition
Our transition process is designed to ensure that your IT system (and therefore your business) will keep running seamlessly during the handover to us. It consists of:

• A complete IT audit, to ensure your system meets our standards and complies with any specific IT policies you may have.
• A Network Administration Document, detailing all aspects of your system.
• The allocation and training of a member of your staff as IT Officer, to be the primary point of contact and reporting between us. (Don’t worry, he or she won’t need to be an IT expert.)
• Liaison with third party suppliers, to make sure service agreements are upheld.
• Provision of an agreed communications channel for your staff.
• Establishment of secure remote access to your IT infrastructure.

Flexible agreements

The level of service we provide will depend on what you need and how much you want to spend. Our transparent pricing policy, based on an agreed time allocation, means you’ll know exactly what you’ll be getting and how much it will cost.

Clear and full reporting

The Service Desk Management System gives details of:

• Calls logged each month
• Support and maintenance time spent
• Statistics for the year to date

In addition, your IT Officer will also receive monthly reports on:

• Server statistics
• Licensing updates
• Data back-up status
• Incidents logged and resolved
• Renewals or updates due in the next month

Our Service Desk is manned by our own qualified engineers so we can resolve 75% of requests within 15 minutes and 90% of them within an hour.