Help Desk IT Support
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Our Remote IT Support Services monitor and manage your infrastructure to prevent disruptions to your business
Transputec’s Remote IT Support Services are one of the key components of our Support Service portfolio.
Our customers can contact the service desk at any time 24/7 from any location. They chose the channel they prefer to use when communicating with us. Our Remote IT support services employ experts that can guide users to resolve their issues, wherever possible we use remote control software to assist the user and resolve the issue as efficiently as we can. Every interaction with the customer is logged and tracked against SLA and user feedback.
We use Net Promoter Score (NPS) metric to measures customer satisfaction and customer loyalty data, the scores are measured with a question survey and reported with a number from -100 to +100. The charts below show the NPS data in real-time.
General NPS Benchmark
Our goals are to provide affordable, superior service
with high customer satisfaction levels.
Transputec's Remote IT Support Services includes
- 24/7 IT remote help desk services, 365 days a year. This can be a cosourced help desk or fully outsourced)
- ITIL compliant services include: Service desk, Incident management and Problem management processes
- Monthly reports detailing how many calls were logged and trend analysis
- SLA's for incident response and resolution.
- Other services can be added as required to build the perfect support model for you.
Remote Infrastructure Management
- 24/7/365 infrastructure monitoring and fault resolution
- Routine, preventative maintenance such as clearing our log files, applying patches and security updates
- Monthly reports detailing activity and trend analysis
- ITIL compliant service - service desk, incident management, problem management processes
- SLA's for incident response and resolution
- Other services can be added as required to build the perfect IT support model for you.
Our Portfolio of Remote IT Support Services
Our wider capabilities in IT Procurement and App Development and our capacity as a trusted service desk partner enable us to provide the whole IT outsourcing service throughout the entire lifecycle. Outsourcing your help desk to us means that our team of dedicated professionals will help you take away an important, yet demanding part of your business:
- Sourcing equipment, asset management and asset disposal
- 24x7 Support Desk with full Service Management & Reporting
- Desktop, Infrastructure, LAN/ WAN and Application Management
- Software Development and Systems Integration
- Software Application Support
- Onsite IT Support & Maintenance
- Server's Monitoring & Support
Each service we operate is built to meet the specific needs of our customers. You don’t need to fully outsource IT to us if you want to keep some aspects of the service in-house. We work with many customers using a cosourced help desk approach – they retain responsibility for the delivery of part of the IT service and we do the rest. Outsourcing your service desk can be very rewarding in freeing important resources that could otherwise be occupied during normal business operations. We will design the right IT outsourcing solution for you and work through a very structured transition process to ensure that we maintain the highest standards of service throughout.
Why do customers choose Transputec for Remote IT Support Services?
Development is in our DNA, since Transputec's formation in 1986 we have had the pleasure of serving customers in all walks of life and the privilege of developing applications in many different languages across different platforms.
Our people remain up-to-date with the advances in development technology, flexible in their approach and aligned to quality standards.
“We wanted a strong relationship with our Managed Services Provider both in terms of supporting our business objectives and roadmaps across the Consortium, but also so that when things go wrong on the day to day delivery, they will be an engaged and responsive partner. We have positive two-way communication with Transputec and their speed of response and escalation processes are working really well for us and most importantly our users. In addition, there are good synergies between us. Our company values and ethos are well aligned.”
Peter Coles, Diocesan Secretary for the Diocese of Guildford
The Diocesan IT Consortium
The scope of the portal is bigger and better than we expected. This is thanks to Transputec’s understanding of our business, processes and workflow. They don’t give you a slightly altered off the shelf product but develop something that is truly bespoke and aligned to your business.
