Token Based IT Support
Our Token Based IT Support package offers companies, without internal IT resources or who are looking to make savings in time and money, to benefit from flexible and cost effective IT support by outsourcing to the experts.Enjoy the benefits of our experienced and professional IT Support team who come with all the tools, training and methodologies you would expect and demand.
We help you to concentrate on your business development rather than being distracted by your IT system.
How does it work?
Tokens are available in batches of 10 and allocated to your account following the establishment of your service level agreement.When you encounter an IT problem or need advice or support, just log the case with our Help Desk. Each logged case will use up a single or pre-agreed number of tokens - depending upon the complexity of the issue.
What happens then?
Should the problem not be rectified there and then, one of our Technical Team will contact you directly and attempt to fix the problem using remote support.Our remote support solution can connect to your desktop PCs, laptops and servers. With your permission we can then rectify faults, perform diagnostics and offer training.
When the issue proves too complex to fix remotely, then we will arrange an on-site visit at the earliest convenience in order to get your systems up and running.
Benefits
Using our Token Based Service Desk for your IT support means you only pay for support and technical help when you need it - say Support Pay As You Go!There is no tie-in to any costly monthly or annual support fees other companies provide,
when you may only need support twice a year - and as your tokens are valid for one year, any unused tokens can be cashed in towards additional services such as IT consultancy.
Service Desk Scenarios
Scenario 1
Beverley has an issue with saving documents to the company server. Every
time she tries to save a MS Word document,
an error message is displayed: "unable to access drive G:"
- a call is placed to the Inventive Technology Service Desk to log the issue.
The Helpdesk investigates and finds that the connection to the shared drive on the server has been lost.
A remote session takes place which allows the Helpdesk engineer to connect to Beverley's computer to change the settings, which resolves the problem.
This type of incident involves one call to the Helpdesk for a single problem and will consume ONE Service Desk Token.
Similar situations would include; printing issues, email connectivity problems, application errors and general security rights issues
Scenario 2
Joe has a problem where he is unable to connect to the internet, open any documents from the company server or print to the network printer.
- a call is placed to the Inventive Technology Service Desk to log the issue.
The Helpdesk investigates and finds that the computer is unable to connect to the local network.
Remote diagnostics cannot be completed as no connectivity exists. Following initial checks, it has been agreed that the issue can only be resolved
by an engineer visit. When the engineer arrives onsite, the problem is resolved by correctly installing network drivers into Joe's computer.
This type of incident will consume TWO Service Desk Tokens; one token for the initial call and one token for the callout.
Scenario 3
Val's computer has suddenly switched itself off and there is a faint smell of burning coming from the machine.
- a call is placed to the Inventive Technology Service Desk to log the issue.
The Helpdesk arranges for a site visit by a technical support engineer within the agreed timescale - up to 4 hours.
Val's computer power unit is identified as the fault so the engineer removes the machine to be repaired at our in house workshop at Peterlee.
This type of incident will consume TWO Service Desk Tokens; one token for the initial call and one token for the callout
Replacement of the faulty CPU unit is provided at trade prices.