Desktop Management
ACS Syan's Desktop Management service is designed to provide a complete solution
for the management of your desktop infrastructure and environment. The service consists
of four major elements:
- End-user Service Desk
- Desktop Support
- Desktop Maintenance
- Procurement
End-user Service Desk
Our End-User Service Desk is located at our Operations Centre in Telford and acts
as the central focus for all support requests. The Service Desk team is highly trained
and is capable of answering many requests for assistance without recourse to our
2nd-level support teams.
The principle objectives of the service are:
- To make it as simple and as easy as possible for users to report incidents;
- To promptly respond to all reported incidents;
- To proactively manage all incidents through to resolution;
- To keep the users appraised of the status of their calls at all important stages;
- To keep an audit trail of all actions relating to a each call;
- To keep the customer appraised of the state of the service through regular reports
and service review meetings;
- To immediately resolve straightforward incidents through the use of predefined procedures
and scripts.
We will work with you to analyse and establish the reason behind a higher than expected
number of calls from a particular location or individual, and recommend a permanent
solution (for example training or changes in procedures). The result is a lower
number of calls to the Service Desk and a more satisfied user community.
Desktop Support
ACS Syan's Desktop Support Service provides technical support for desktops, laptops
and networked printers. As part of the service we will:
- Provide remote support for desktops;
- Manage the resolution of all technical incidents, including connectivity, operating
system (Windows or Novell) and hardware incidents;
- Manage third party support providers;
- Undertake initial investigation of application software incidents and escalate to
an appropriate support provider;
- Manage remote updates for operating system and application software;
- Track all reported incidents and provide regular status updates and reports.
Desktop Maintenance
Our long established and highly regarded maintenance service delivers the guaranteed
fix times that users demand, not just the guaranteed call response that is offered
by other companies. By providing a guaranteed fix time we help our customers to
minimise downtime and protect their investment in hardware. Our maintenance and
support operation is truly nationwide with a central repair and refurbishment centre
in Telford and engineering teams located throughout the country.
Our Engineering Department is based in Telford and is accredited to carry out warranty
repairs on HP, Toshiba, Lenovo and IBM products. All bench repairs are carried out
in the static-safe environment of our purpose built workshops and we can also provide
a bench repair or on-site repair service for many types of printers and other peripherals.
Procurement
ACS Syan can provide comprehensive, multi-vendor
procurement and installation services.