Helpdesk
 Small to medium sized organisations are usually too small to have a
full-time PC/Network support Helpdesk. Staff often try to fix things
themselves or are self-taught on applications. These situations often lead to
lost productivity and in some cases the problem becoming much worse than it
originally was.
This situation can become a thing of the past. Computer Image can provide
any level of Helpdesk support that you specify. Some examples of the different
levels currently in service are;
Regular visits to your site by a support consultant
A consultant arrives at your site at a fixed interval. This may be half a
day a week or 2 full days a week or one day a fortnight. The choice is yours.
While on site any backlog of support calls are actioned and followed up.
Ad-hoc telephone support
Staff have the ability to ring Computer Image direct for any problem they
are experiencing. This may be application, hardware or network related. These
calls are generally charged in quarter hourly blocks, with the minimum charge
being one quarter hour.
2nd level support calls
Your organisation may already have a small helpdesk or support person. Any
calls that this person cannot handle or requires extra advice on can be
forwarded to Computer Image personnel to handle.
1st level support calls
Your organisation can arrange for a Helpdesk service contract and your
staff are free to ring Computer Image for any level of helpdesk query.
Computer Image will advise you on the equipment required to access your
network remotely and provide remote control facilities to staff PC's &
servers. These facilities assist in finding the problem and fixing them
quickly without the need for a site visit.
Full time peak periods
Some larger organisations have peak times when normal staffing is not
enough to cover the amount of calls coming in. Computer Image can assist
either on or off site to manage these peak times.
Full time contract to cover regular staff on leave
When staff go on leave, quite often a large gap in support services goes on
leave with them. Computer Image can fill that gap for the period required.
This type of contract is generally performed on site using on site equipment.
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