Service Desk: 020 7644 2600
General Enquires: 020 7644 2610
In all our service management models we follow ITIL principles and reinforce this best practice approach through our industry-standard enterprise and systems monitoring tools and our detailed quality assurance processes.
All Fifosys service desk models are completely flexible and customised to the specific requirements of your business, with Service Level Agreements to define the scope of support you have requested.
As part of our support services, you choose the Service Desk Model that works best for your IT delivery infrastructure.
Model 1 - we are your second-line support organisation, operating as back-up to your in-house IT department. If a user has a problem they come to your IT support team first and if they are unable to resolve it, the fault is escalated to us, while your IT support team remains the main communication route through to your users. This model is suitable for companies of between 50 and 500 staff, so it has a very wide application and our specialists are experienced at handling and resolving queries and faults, working with your partners and suppliers and through your IT team as the prime user interface.
Model 2 - as part of a managed services outsource model, we are your primary IT support organisation. User queries and fault reports are reported directly through to us for investigation and resolution. We work with your partners and suppliers where needed and we liaise directly with your users for communicating the resolution path.
Model 3 - you have your own in-house IT department but we provide a contingency support service for times when your team may be overloaded or you may be covering for planned or unexpected staff shortages. This provides a flexible, scalable support service giving you access to our specialists who know your IT systems, network and applications and can provide reliable, expert service at times of high demand or overload within your in-house team.
Whichever service model you choose, we provide management reporting to document and track the type and frequency of queries and faults. We review these with you at regular intervals to identify any trends and possible underlying system issues. Using these fault report assessments and reviews, we can help to determine any system or application upgrade or user training requirements.
WASABI SELECTS FIFOSYS TO MANAGE A MULTI-SITE CLOUD-BASED IT MODEL AND DELIVER A FUTURE-PROOF IT...
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