IT Support Helpdesk
Datatronix offers a unique and nimble Helpdesk and Support solution. We encourage our IT technicians to complete as many first-time fixes as possible. All members of the team who answer the support phone are technically accredited so as soon as a customer makes contact with the team they are in contact with an individual who can support and resolve any IT issue.
Datatronix has customers from companies of different sizes and within completely different industries. We support from 2 to 1,000+ user organisations.
Datatronix has a large 1st to 4th line support team with a wealth of knowledge across the team. We fully understand that IT just needs to work so we endeavour to provide first fixes where possible. We undertake weekly and monthly analysis on all call reports to give our team and the customer information on recurring problems, which builds towards the IT strategy for improving the current IT infrastructure. Our philosophy is to resolve all issues for good rather than just providing a temporary fix, only to see the issue reoccur.
At Datatronix we are big enough to support your entire IT infrastructure but small enough to care about all our customers. The main difference between other support companies and Datatronix is we care about your business!
Datatronix has customers from companies of different sizes and within completely different industries. We support from 2 to 1,000+ user organisations.
Datatronix has a large 1st to 4th line support team with a wealth of knowledge across the team. We fully understand that IT just needs to work so we endeavour to provide first fixes where possible. We undertake weekly and monthly analysis on all call reports to give our team and the customer information on recurring problems, which builds towards the IT strategy for improving the current IT infrastructure. Our philosophy is to resolve all issues for good rather than just providing a temporary fix, only to see the issue reoccur.
At Datatronix we are big enough to support your entire IT infrastructure but small enough to care about all our customers. The main difference between other support companies and Datatronix is we care about your business!
Helpdesk Support
- Quarterly Meetings
- Full Audit
- Remote Support
- Dedicated Account
- 1st - 4th Line IT Support
- Onsite Attendance
- 60 Day Rolling Contract
- Full Ticket & SLA Agreements
Overview
Save Time
Within a few minutes of calling our HelpDesk, you clients can be getting help from our technicians via remote assistance. Fast access and fast support means fast problem resolution and you moving on with your day…
Save Money
Remote assistance is the most cost-effective way to receive technical help. Not burning gasoline or wasting time driving to your location means a much lower cost to our clients when remote assistance can be utilised…
We Save The Day
When problems arise for our clients, they are able to get them resolved quickly and inexpensively using remote assistance technology.
Service Delivery KPIs 2017
13secs
Average Waiting Time
1989
Reactive Tickets Closed
81.9%
Same Day Fix (Calls)
73.9%
Same Day Fix (All Sources)
99.4%
Overall SLAs Met
97.5%
Client Satisfaction
Why Datatronix?
Outsource all or part of your needs
- Businesses with limited IT resource often outsource their entire IT support function.
- However, we can also offer outsourcing of just your 1st line IT support together with ticket management, or 4th line support with issues being escalated to us where particular expertise is needed.
Advanced ticketing processes
- Our ticketing process is efficient and predictable, and we use a sophisticated support management system.
- We also have full audit trails on each ticket, together with real-time dashboards, that ensure everything gets resolved promptly and in accordance with the impact it is having on your business.
Unlimited use of our support service
- Our Service Desk comes with unlimited remote support – we agree the pricing up-front, and after that you can use us as many or as few times as you need to. And our price is competitive and within reach of small businesses.
- You can get in touch as often as you need, by phone, or email – whichever is most convenient.
- Everyone in our frontline team is trained and technically certified – sorting out your problem is more important than just call-centre response stats.
Easy ticket creation, transparent progress and reporting
- Your staff, or a nominated representative, can create tickets by phone, by email, mobile app or web version.
- We can provide monthly reports summarising utilisation of our services and well as information on your ICT estate. Plus, we guarantee fast responses and resolution of your problems.
Be ahead of the game with monitoring
- As part of our service, we can monitor your systems and either offer a heads-up to your own staff, or go ahead and prevent many outages. This can contribute to your activities towards achieving compliance standards by ticking the box for event management.
Help Desk features at a glance
Core Services
