24/7/365 hardware and software support for your business-critical infrastructure
Why UKCS Enterprise Solutions?
What we do...
When it comes to your end users, nothing is more important than the experience they encounter on a daily basis.
Our focus as a specialist Service Desk provider is to tailor remote support solutions around your actual needs. Whilst we operate within a fully ITIL underpinned model, we do not mandate a particular approach to service delivery. Instead, we work with you to understand your business drivers, and then build services solutions that meet or exceed your expectations.
Alongside addressing macro-level organisational needs, it is also critical to assess the micro-level. This is all about understanding the specific demands of your users, on a department by department, and location by location basis. In order to offer truly effective support, it is important we build a clear representation of what the business activities of your user base are. By understanding this, we can better assess how to deliver technical support that is sympathetic to the business needs of your users as opposed to just their IT requirements.
A significant amount of time and effort is invested during Service Transition in conjunction with UKCS Enterprise Solutions Specialists to define a core view of your business and operational needs. This knowledge is then incorporated with your technical requirements, providing our analysts with the most comprehensive insight in order to quickly and efficiently support and maintain your user base with a high degree of competency.
How we do it...
Upon receipt of an incident, your ticket will be aligned to one of our many multidisciplined technical specialists who will assess the fault, liaise with you to understand how the fault occurred and any actions already taken.
They will then work with you to conduct any further investigation required, where relevant assigning parts and/or engineering resources from one of our many UK wide locations. In the event that the problem is related to an unknown issue, we will work hand in hand with the associated vendor in order to resolve the issue.
When measuring success, we believe that clarity and transparency is critical in order to nurture a mutual trust that enables us to grow our relationship with you further. When evaluating our performance, we set ourselves some of the industry’s highest Key Performance Indicator’s available for service level adherence. Setting the standard as high as possible ensures the level of service you receive is unparalleled and continually improving.
Our most commonly requested services have been standardised into the following available packages. This enables us to quickly set expectation of service and quote efficiently for any new and additional requirements.
As part of the defined Service Levels provided, you can select a specific time constraint to accompany the Service Level Agreement, whether that be a 4 hour or next business day (NBD) response, Monday to Friday coverage, or a complete 24/7/365 support contract. These flexible options mean we can deliver measured service levels to your organisation in a way that exactly meets your specific needs. As part of any support contract, you are provided with a single point of contact via our UKCS Enterprise Solutions Service Desk regardless of the SLA, device type or location. This ensures all faults can be logged on a central online system whereby you can have access to view any incidents through a secure portal.