UK IT Help Desk Team
Our UK based IT Help Desk Team are brilliant
Each person on our London, UK based Help Desk team has the goal of resolving your issue on the first call. At present about 85% of issues are resolved in this way.
Telephone or Email
Users with an urgent issue can call into the IT Help Desk Team and speak directly to a first line IT support engineer. For less urgent issues, there is the option to alert our team and get the issues resolved using email. The same team monitor both email and telephone support.
Remote IT Support
Where there are operational reasons to keep equipment on the local network, in the majority of cases our engineers will be able to log into your network remotely to work out what the problem is.
Onsite IT Support
Having completed the initial troubleshooting, the engineer will have a better understanding of what the problem is. Where the equipment needs to be replaced or requires further onsite investigation the engineer will come onsite.
Remotely Managed Local Equipment
In establishing the Cloudsourced.IT network, key pieces of equipment may need to be replaced in order to allow our engineers to effectively manage the online and onsite networks to the SLA agreed. Where businesses are open to it, local computers can also be replaced with highly efficient and long serving thin client machines. These offer users a very low environmental footprint method to connect to their online resources. It also removes a wide range of issues users could encounter.
Reasons Companies Could Need Onsite Equipment or Software
Heavy duty graphical applications are not well suited to the Cloud. So companies with users engaged in video production for example would be better served with a local device and local software all connected to the Cloud and with a solid online back up procedure.
Process for Resolving Issues
First Line Support
With a service like ours, there are only a few things that can go wrong, and sadly the vast majority of them relate to the user’s computer rather than our service. That is why we encourage customers to allow our team to support the remaining onsite equipment alongside the Cloud infrastructure.
Second Line Support
Where an action taken by a user causes something unexpected to happen on our service, a senior engineer will get involved and work out both what has gone wrong and how to resolve it. All issues of this nature are then displayed on our ‘Service Status’ panel for users to read up on when they login.
Third Line Support
Typically, this is an issue where an external supplier is involved. For example if a user has been impacted by a bug in the software they are using, our engineers are unable to fix that until the software owner does. Where additional influence is required any appropriate person up to and including our CEO will get involved to get these issues resolved.