Helpdesk/Service Desk (Your Dedicated IT Department)
Organisations can reduce cost and increase staff productivity by outsourcing their IT Helpdesk functions to Innovate. We deliver this service based upon Information Technology Infrastructure Library (ITIL) best practices using concepts and techniques for managing information technology infrastructure, development and operations. We pride ourselves on our Helpdesk’s proactive approach and can implement tools and procedure to monitor and manage critical elements of your IT infrastructure.
On a day-to-day basis calls will be logged through our Service Desk. A Service desk Manager is employed to review trends and respond accordingly to them, ensuring, for example, that frequently raised issues are identified and addressed. We believe in looking to the source of the problem and solving underlying issues.
Remote Support (Get your IT problem resolved- Immediately!)
Remote support has changed the way we all work. Innovate can now deliver a service instantly via a secure channel. No more waiting for an engineer to arrive, no more costly travel and onsite callout costs. When a user has a problem they simply request support via our helpdesk and an engineer connects to the affected device remotely over the internet. The support connection is hassle free and within 3 mouse clicks Innovate have control of your computer and start solving the issue straight away.
On-Site Support (Desk-side Support)
Our objective is to resolve the vast majority of problems that might arise by remote VPN access. On-site visits take place if required to resolve a problem. When a call or issue is logged on our Service Desk System, a priority is assigned, initially by the customer and it is then allocated to the Innovate support team. An initial assessment is made by the Team Leader who after further diagnosing the issue remotely decides if a site visit is required. Depending on the priority level assigned by the customer, updates are communicated to on a regular basis until the issue is resolved.
