All GCC innova contracts come with a pro-active, customer
focussed attitude to keeping your IT up and running - we do
far more than just sit at a helpdesk waiting for you to call.
Below is a very brief overview of general support
activities that are delivered, call us or click here to ask
for further information
- Company accreditations - GCC innova has
accreditations and partnerships with all the main IT vendors, see here for
details
- Helpdesk staff accreditations - all
staff also have individual, appropriate Microsoft, Hewlett Packard,
Cisco, Sage, VMware, Citrix, Symantec etc
accreditations
- Periodic technical reviews -
Every support contract customer will receive a technical review of
their IT systems as part of their support contract
- Periodic ticket sweep - Open tickets on
the helpdesk are reviewed periodically during the lifecycle of the
issue. This is performed by a non technical customer services
person to ensure that all technical resources are focussed on
ticket resolution and nothing gets forgotten!
- Trend Analysis - All tickets are
logged by asset type and if several tickets are logged
against one particular asset, then this is highlighted for
further investigation. Equally regular tickets logged against one
particular software class are highlighted for further discussion
with the software vendor
- Regular telephone contact - GCC innova employs
real humans, based in the UK. Periodically we will call you to see
if everything is up to scratch and see how you feel we're
performing, we strive for continuous improvement
- Managing 3rd Parties - As part of the support
service, we will liaise with any 3rd party IT suppliers you may
have to help resolve any issues that may occur. It's all part of
the service
- Knowledge Base Articles - We want to keep you
informed and as a support customer you will have access to
information and insight without having to contact the helpdesk
every time
- Frequently Asked Questions - For questions
that come up again and again, we'll issue FAQ sheets to help
improve the support process