We endeavour to provide services on a partner-to-partner basis, which is why we provide tailor made services that are specifically designed to meet the goals and needs of our clients businesses. we have the means and experience needed to provide cost-effective 24/7 IT support services, performed by highly skilled and qualified employees and work in offices that follow standard work environment standards. We provide IT support services with an emphasis on customer satisfaction, excellent service quality and complete process transparency.
Our IT support services include:
- L1, L2 and L3 IT support
- IT surveillance/maintenance services
- Night shift IT support services
- Dedicated or shared IT support teams
- KPI based service provision
In order to ensure high service quality, our IT support services include various quality assurance processes and a KPI based service provision model, which enables our clients to have complete transparency with regards to the quality and performance of their service teams. While we can adapt our services to the needs and requirements of our clients, a general KPI upheld by most of our IT support teams is the 80/20 standard, with at least 80 percent of all received IT issues being resolved without escalating them to 3rd line IT support. Additionally, we can also implement a first call-resolution KPI that best suits our client’s needs. With regards to quality assurance, all our employees have undergone thorough qualification testing, our team managers constantly monitor employee performance and we can even perform end-user satisfaction surveys to make sure that our service quality never falls below the agreed-upon quality standards.