Crest IT Services Support Desk Service
- Unlimited Support from our UK Helpdesk
- Personal and Professional Service
- 24 x 7 Availability
- Pro-Active Monthly Checks
- 24 x 7 Monitoring
- 30 Day Contracts
Our UK based dedicated support team is on hand 24/7 to answer your queries in a timely manner. Our staff are friendly and welcoming and won't talk technical jargon on the phone. Instead they will break it down and explain everything to you in a language you can understand.
We operate a ticket based system to track and monitor your issues and resolutions, this gives us the ability to manage your account and expectations by ensuring no issues are reoccurring.
Our UK Helpdesk offers a unique Pod based system; this means our service desk is split up into multiple smaller teams. Our average pod consists of 4/5 engineers with varying skillsets.
This enables us to give each customer the best attention to detail, as you speak to the same small team, they become more familiar and comfortable with your network. This enables you to build a relationship with your team, thus receiving a personal service whilst not compromising on quality of work.
Unattended Access
Our Helpdesk team use an array of bespoke software which includes unattended remote access. This allows the team to fix issues when most convenient to you, such as lunchtime, before you arrive, or when you leave the office.
Pro-Active/Monitoring
As part of our Support we provide and deploy a range of monitoring and alerting tools, to keep our helpdesk up-to-date with what is going on with your software and hardware. Our 24/7 monitoring system reports directly back to us, thereby alerting us to any concerns in order that we can address them as early as possible, thus preventing more serious issues and enabling us to act fast and keep any disruption to a minimum.
Alongside our monitoring, every month a senior engineer completes an array of checks on your equipment, ensuring everything is up-to-date and patched. This could include checking backups, updating server, software updates and more
Alongside our monitoring, every month a senior engineer completes an array of checks on your equipment, ensuring everything is up-to-date and patched. This could include checking backups, updating server, software updates and more
Bronze Package Includes
- Unlimited Remote and Telephone Support (Monday to Friday 8am - 6pm)
- Pro-active Monitoring
- 24 x7 Ad Hoc Phone Line Provided
- 4 Hour SLA
- Remote support only - On site support only available with Silver and Gold packages
Silver Package Includes
- Unlimited Remote and Telephone Support (Monday to Friday 8am - 6pm)
- Pro-active Monitoring
- 24 x7 Ad Hoc Phone Line Provided
- 4 Hour SLA
- On-site Support (8 Hour Target)
- Regular Reviews
- Monthly Reporting
- Microsoft Patch Management
- Network Support
- *Optional Bolt-ons - Anti-Virus
Gold Package Includes
- Unlimited Remote and Telephone Support 24 x 7
- Pro-active Monitoring
- 24 x7 Included Phone Line Provided
- 4 Hour SLA for Normal Priority Tickets; 1 Hour SLA for High Priority Tickets.
- On-site Support (8 Hour Target)
- Regular Reviews
- Monthly Reporting
- Microsoft Patch Management
- Network Support
- Third Party Patch Management
- Managed Anti-Virus included