Rapid response help desk for IT problems

From time to time any educational establishment can face a degree of IT ‘outage’ – physical accidents, human error, unexpected power cuts, there are so many things that can take a computer, server or network down. With individuals and institutions alike dependent on IT connectivity the key issue in any situation is to get things up and running as quickly as possible.

The very nature of the IT infrastructures and networks ramsac recommends and installs for its education customers, mean that much of their functionality can be supported at a distance. This is both a time-saving and cost-saving solution and ramsac maintains a specific telephone help desk which is able to solve and resolve around 85% of all technical issues without the need to schedule an engineer call-out at some future date.

We offer help-desk network support either on a ‘sole supplier’ basis or as back-up to an existing in-house provision. Because we hold a comprehensive database of every network we support, our consultants can respond quickly and with minimum further disruption.

When a problem occurs our help-desk establishes a remote connection between the school or college network and ours, enabling our technical consultants to access and work on your network at a distance. In some cases we can solve the problem unilaterally, in others the issues can be resolved while in telephone contact with somebody at the work station concerned:

• Effective and rapid first point of contact
• All calls logged on our management database
• Transparent call history ensures we meet any SLA provisions
• Site visits arranged in circumstances where help-desk resolution not effective

IT network support offers something of a conundrum to many educational organisations. IT is becoming ever more sophisticated but at the same time modern networks are proven to be ever more reliable. As such the requirement for an in-house support provision is a luxury many schools and colleges no longer wish to afford. Not surprisingly many institutions are turning to ramsac’s network telephone helpdesk as a first point of contact for problem resolution on those occasions that outage occurs.