Services

Support on hand when you need it most. It works.

What is it?

The average IT environment consists of such a broad mix of technology that it’s near impossible to have all the expertise to overcome every system issue in-house.  So when your internal skills are pushed to the limit you need the peace of mind that additional help is on hand – the reassurance that with one phone call your query will be dealt with swiftly by someone who cares about getting it sorted.

This is the straightforward guiding principle behind the CAE helpdesk and is an invaluable complementary resource  to the smooth running of any IT function.

Scope

As a 24 x 7 operation the helpdesk is available from anywhere at any time and can be the first call for any IT issue.

What are the business benefits?

• Always having an extra line of support to get things done
• A Single point of contact for supplier management
• Trusted route into the manufacturer escalation processes

What is included?

• A Free phone first line support number
• Call tracking and reporting system
• Automated management and customer contact escalation system
• Escalation to manufacturer support

What is the service target?

• All Calls answered within 10 seconds
• Engineer call back within maximum 1 hour with response options as quickly as 15 minutes
• Customer set escalation points based on priority

What are the commercials?

• Fully inclusive or unit based cost models