Our Support Process

Our Support Process

Our processes have been worked on and defined over the years we've been operating, ensuring a fast, efficient and effective service everytime.

How we support you

The industry leading systems we have in place allow us to provide a mature, efficient and proactive service to you. We’ve refined them over time and now have a solid process, built in accordance with industry compliance and best practice in mind.

Our systems are designed to be transparent, responsive and complete so we can guarantee excellent customer service and prompt resolution of your ICT issues and requests. In a large percentage of cases, our Service Desk team are able to use their extensive training and experience to ensure than the entire process, right through to a fix, takes place while you are on the phone. If not, we have a rigorous process in place to resolve your request in a fast and efficient manner. Here’s an outline of how it works.

Requesting support (raising a ticket)

We make it easy for you to start the process – the last thing you want when you need something doing is a complex or slow start. You can use the most convenient method for you:

You can email us using our support desk email, telephone us or connect with a technician using our real-time chat. Our Service Desk cover is from 9:00 AM to 5:00 PM and we monitor critical alerts around the clock.

You can also create a support ticket at any time using our Service Hub via the web, using your desktop client or mobile app (optional).

Prioritisation

Once we have all the details from you, we quickly assess the priority of your request, based on how much it affects you and your organisations. For more information on how we do this, please see our SLA page. We’ll let you know what the priority is, but we can also change the priority if you let us know that we’ve got it wrong.

We’ll also let you know who the contact is for your ticket, so you know exactly who will be helping you. If your ticket needs escalating to someone with specialist knowledge, or if it passed on in order to speed things up, we’ll also let you know who they are.

At the start of any support agreement we will assign you with a dedicated support team so you will get straight through to someone who knows who you are and how your systems are setup, as well as any previous support issues and ongoing works.

Progress

Most problems and requests are dealt with by the people we call our “1st line support” who take your call or answer your email – all technically trained and not just call loggers.

They will look at your request and formulate a resolution plan. They will begin work on your ticket but if they haven’t managed to find a complete resolution within the first 30 minutes of work, then we look to escalate your ticket up to the second line of support.

A key part of progress is for your contact to keep you fully updated – sometimes this is by email, and at other times we will call you, especially if there are any complications or delays so we can answer any questions you have.

We track progress against our promised timings or SLAs and if we get closer to our time limits we will also increase the priority of your ticket and escalate it too, if that is appropriate.

Resolution

Once your ticket is dealt with, we’ll check with you to confirm that things are working as expected before closing it.

You have up to 30 days to re-open a ticket (via telephone, email or our customer portal) if something comes up later or you’re unhappy with anything.

Feedback

We will occasionally send an email asking for feedback or comments from you. It’s up to you, but we really do appreciate your feedback. We always read what you have to say and do our best to address any issues you highlight. Feedback is genuinely important and valuable to us. We’re dedicated to continual service improvement and your insights help us enormously.

Get In Touch

Ask us if you have any questions or concerns

FAQ’s

Frequently Asked Questions…

We offer a range of different levels for our IT support packages, as we understand that different businesses require different levels of support.  Our prices are based on the number of computers, laptops and servers you require support for.  We have a handy pricing tool on our website to help you establish how much your perfect IT package would be.

The best thing to do is read through the information on our website, and if you have any questions or queries about how our packages could work for you and your company, get in touch using the contact information on our site.  We also have a live chat facility for any burning questions!  Call us today on 0330 332 6262 or email solutions@itoutcomes.com.

A good support team will quickly understand the needs of a user and provide them with a solution using simple, common language. If needed, they walk the user through each step until the problem is solved.

The IT support procedure usually follows a set of standard phases to track and handle incidents: detect, categorise, assess, escalate, delegate, evaluate, and resolve. After that, a post-mortem may be held to strategize for future improvements and long-term solutions that can prevent recurring issues.

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