All calls are managed through the ICC service desk, based in West Yorkshire ensuring a single point of contact into a qualified ITIL first line engineering team, to define the problem with the client and determine hardware issues.
- Options for Managed IT Solutions and Helpdesk can include 1st, 2nd or 3rd line technical support.
If the problem is hardware related then the service desk role is to identify the parts required before an engineer even attends site, we strive to achieve a high first time fix rate which is currently 99.58%.
- Different tailor made packages are available to suit required SLAs
ICC’s Partner Helpdesk is flexible in its commercial approach. White label options are available. Our helpdesk service is UK based with an online call logging facility to enable customers to progress calls in real time.
- Real live operation and support available 24 hours a day, 7 days a week, 365 days a year.