IT Support

Network Operations Centre (NOC)

Techtrack operates a 24/7/365 Network Operations Centre (NOC) that uses a combination of

  • Highly trained and certified resources
  • State-of-the-art tools
  • Advanced processes closely aligned to ITIL best practices

Incident/Problem Management

Sophisticated monitoring tools automatically generate incident tickets that the NOC responds to immediately by troubleshooting, notifying the appropriate contact, resolving the incident or escalating to the appropriate group as required.

Engineers carry out root cause analysis to find a permanent solution. This will prevent the problem from recurring.

Change Management

Techtrack performs all changes as required, including standard maintenance changes, problem fixes, capacity planning changes, etc.

Techtrack’s rigorous change processes mean that accuracy and careful planning are key to achieving an almost 100% change success rate.

Service-Level Agreement (SLA) Management

Meeting monthly SLA targets, such as Time to Restore, is considered a fundamental aspect of our service, a basic expectation for every client.

Tickets are categorised by priority and SLAs differ for each priority level:

P1 – Impacts 5 or more users

P2 – Impacts up to 5 users or significant risk

P3 – Warning of imminent problem

P4 – Informational

Managed Services

Techtrack’s robust suite of Managed Services implements all aspects of managing day-to-day IT operations. This can be in two brackets:

Complete Out-Sourcing

  • Techtrack is your IT department
  • Reporting to the IT Manager

Out-Tasking

  • Delegate selected tasks to Techtrack
  • Allow your IT staff to focus on project implementation and future planning

Advantages

  • Improved efficiency, uptime and security
  • Cost containment and reduced TCO
  • Expert application resources available 24/7
  • Enables you to focus on your core business
  • Leverage the expertise of industry experts
  • Increased staff productivity
  • Single point of contact and complete problem ownership
  • Instantaneous access to ITIL process discipline
  • Compliance with security regulations and standards

End User Service Desk

We offers a 24/7/365 End-User Service Desk.

Let Techtrack enhance your business operations with our round-the-clock Service Desk (the “Help Desk”), boosting your employees’ productivity by promptly addressing their issues and service requests.

Techtrack’s Service Desk offers support through five channels:

  • Telephone assistance and troubleshooting
  • Virtual troubleshooting and application assistance
  • Remote Desktop Support
  • Automated response
  • Escalation to appropriate resources for remote or onsite resolution

Our highly skilled end-user service desk specialists, combined with state-of-the-art technology, ensure fast response, personalized support and satisfied employees. These services can be seamlessly integrated with Techtrack’s other managed services to provide improved performance, analysis and reporting. This enables better planning and problem resolution.

What does it cover?

  • Certified expert support staff
  • Guaranteed 80%+ First-Call Resolution
  • Guaranteed 90%+ Customer Satisfaction
  • Guaranteed 98% of calls answered within 30 seconds and <5% abandoned calls
  • Call and ticket reports including analysis and trending
  • Local or dedicated 1-800 number support
  • Flexible support hours
  • Extensive knowledge base searchable via Client Portal
  • Full service catalogue and service request fulfilment via Client Portal

Benefits

  • Improvement in performance and security
  • Cost containment and reduced total cost of ownership
  • 24/7 access to expert application resources
  • Time to focus on your core business
  • Leverage industry expertise
  • Improved staff productivity
  • Single point of contact and end-to-end problem ownership
  • Instant access to ITIL process discipline
  • Compliance with security regulations and standards