Service Desk

The Service Desk is the first point of contact for all service requests, either by phone or email.  All incidents immediately logged and we will begin working to seek a resolution in accordance with the agreed service level agreement (SLA).  All actions taken in resolving an incident are recorded and made available to the client.  If first line support is not able to resolve an incident, then it is escalated to appropriate co-located specialists e.g. the infrastructure consultants, software development teams and business solutions professionals.  As a Microsoft Gold Partner we also have direct access to Microsoft's technical experts if this is required. 

Monthly reports are produced showing all incidents logged, closed or remaining open during the period together with time spent and resolutions where relevant.