Our Phone and Remote-IT support service is provided by support specialists who are fully trained to provide telephone support for a wide range of networks and software applications. Raycon offer a fully staffed service desk using an ultra-modern service desk management system, based around ITIL® Best Practice standards and guidelines for IT Service Management, allowing for:-
- Incident management
- Problem management
- Change management
- Configuration management and asset management
- Customer satisfaction surveys and reporting
- Functional and professional email integration
- SLA and escalation management
- Comprehensive customer self-service web portal
Raycon provides telephone support Monday-Friday between 08:30 and 18:30 (with extended and 24-hour cover available as an option) and offers a 1 hour response. This means that within an hour of raising a call, the end-user will be contacted by a highly-skilled technical engineer who will, where possible, offer a satisfactory solution over the phone.
Where a solution via telephone is not possible (as is sometimes the case with complex software faults), a Service Desk Agent needs real or virtual access to the computer terminal. Raycon can install secure remote management software on to every server and workstation. This enables Raycon to provide full management of customer networks, without being physically on site.
Remote-IT can also help when customers need help with tasks such as checking a backup or creating a new e-mail address but may be unsure of the exact process. In this case, a Raycon Service Desk Agent will make a secure remote connection to the server and guide the customer through the steps. In this way, Remote-IT can also be used to help local administrators become familiar with new systems.
Naturally, security is of primary importance; Phone and Remote-IT is provided via encrypted sessions with multiple layers of authentication and privacy as standard. If you require more information on how we can help please contact us here