Best Practices

Helpdesk Services

Our helpdesk centre is located in the West Midlands and presently takes calls between 8:00 am and 6pm Monday to Friday and offers both on site and telephone support - 24 hour support is also available. Calls are logged to a central database to enable the development of our knowledgebase and reports are produced detailing the problems and their resolutions. The database helps us to develop an accurate profile of your company which in turn helps to identify your personnel training needs.

Most calls are resolved within minutes - more complex problems may require involvement of our second level team and/or remote access to your computer network or on-site visits by our experienced technicians

The Discus Helpdesk offers:

• 24hours 7 day optional cover
• Prompt and dedicated personal attention
• Monthly logging and knowledge reports
• On-site visits - where needed

Our helpdesk service is there to provide help and support for all IT related problems, including: Network troubleshooting, Wide Area Network problems, Office Productivity Software issues, Hardware support and generalised application software support.

Calls are assigned a unique reference number in a central database; this ensures that all technical staff involved in the issue have accurate and up to date details of the problem to enable a swift resolution. The database also acts as a training needs analysis tool to help us provide advice about future training requirements.

Hardware Maintainence

This service is designed to offer a complete care package for you - the initial call will be placed through our helpdesk service, if the fault is diagnosed as a specific hardware fault a technician will visit your site. Our helpdesk centre is located in the West Midlands and presently takes calls between 8:00 am and 18:00pm Monday to Friday and offers both on site and telephone support - 24 hour support is also available. Calls are logged to a central database to enable the development of our knowledgebase and reports are produced detailing the problems and their resolutions. The database helps us to develop an accurate profile of your company which in turn helps to identify your personnel training needs.

We offer a full labour-only service, all parts are charged at cost to you - replacement costs and parts are agreed prior to replacement. Response times are set according to budget with guaranteed fix if required. Hardware Maintenance consists of remedial maintenance, preventive maintenance, replacement parts, and engineering changes necessary to keep your equipment in good operating condition as determined by our staff. Wherever possible, you will have a named technician to deal with your specific on-site problems - we find that this helps to reduce problem solving to a minimum and will help to give you peace of mind in the knowledge that the technician is known to your staff.

Hardware Maintenance Service offers:

• Flexible response options to suit budget
• Repair and Maintenance
• High availability for mission critical systems
• Monthly logging and knowledge reports
• Dedicated and where possible 'named' technicians

Calls are assigned a unique reference number in a central database; this ensures that all technical staff involved in the issue have accurate and up to date details of the problem to enable a swift resolution. The database also acts as a training needs analysis tool to help us provide advice about your future training requirements.

Troubleshooting

• Quick identification of problem causes
• Cost-effective resolution of IT Problems
• Damage-Limitation Strategies
• Qualified Advice