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At Officeology, we proudly present our IT Service Desk – a tailored offering designed to empower your business with seamless technical support.
We understand that technology is critical to the operation of every individual and process within your business. When IT issues arise, whether they be small inconveniences or major issues, the efficiency and effectivity of the business can be directly impacted, with reputational damage also possible.
To help avoid minor problems becoming major issues, Officeology offer a proactive IT Service Desk to respond quickly and take control of situations that can easily get out of hand. If you are looking for a service tailored to your unique circumstance, please get in touch.
Officeology IT Service Desk offers a robust suite of services, providing 1st, 2nd, and 3rd line remote technical support for Microsoft products, desktops, servers, and network peripherals. Our UK-based team is available during core hours from Monday to Friday, 08:30 – 18:00 [excluding bank holidays], delivering unlimited remote support tailored specifically for small to medium-sized businesses with up to 50 users. While on-site visits are chargeable, we include proactive monitoring of up to two servers and deployment of end-user agents to ensure your business operations run smoothly without interruption.
1st Line Support: Will log calls of the initial incident, detailing all information and data supplied by the customer. Will fix simple problems and answer general ‘how to’ questions within Microsoft applications.
2nd Line Support: Will log calls as above. Will fix more advanced features within Microsoft applications and desktop operating systems. Will address basic server functions, such as password resets, creating new users and printer issues. Note, research and investigation will be required at this level which can take time and remote access to the site may be required.
3rd Line Support: Will resolve advanced problems within server and virtualisation operating systems. Research and investigation will be required at this level which can take time and remote access to the site will be required.
Service response goals and setting priority levels
Ensuring we deliver the appropriate level of response to any incident, requires co-operation between your users and our support staff. To help develop our response, a priority needs to be set for the incident on the initial call.
The categories in the table below are a guide to how users need to classify the incident. This will help us deliver the appropriate response times, although typically support will be available immediately.
The maximum primary response time (i.e., the maximum elapsed time between the client logging the call and the first response from our support technician to the client) is also listed. While this can become the norm during busy periods, it should be the exception.
Priority | Definition | Standard SLA |
System down |
| 30 Minutes |
High |
| 1 Hour |
Medium |
| 4 Hours |
Low |
| 8 Hours |
Request |
| 5 days |
Officeology offers a range of document management services designed to meet all your print related requirements. Our focus is to provide our customers with the best advice and commercial benefits, all backed by our unrivalled service.
Wherever in the world you are having issues, from mission-critical SAN and server data-centre equipment to desktop devices and printers, our extensive network of specialist engineers has you covered.
Your business may believe that Wi-Fi is all you need, but not all devices can or should be on a wireless network, so the best solutions will seamlessly combine the two to deliver a clear competitive advantage for your office environment.
Officeology are committed to providing reliable, consistent and sustainable solutions, designed to meet the immediate and future requirements of our customers.
Dot Dot Dot Property have partnered with Officeology to provide and maintain our telephone system for a number of years, and we have found the service very reliable. The team... read more
Tom CarelessGreat company to work with, always efficient and knowledgeable. We’ve had them as our supplier for over 5 years and have not had a single issue Special mention for Raman Sandhu... read more
Rajat RohaillaOffers great supplies and Raman and Ellie are so helpful!!
Brenda DierckxWhether you need us for a big project, or the finishing touches, we’re here to help.
Pop your name and contact details in the form and we’ll get in touch to find out more about your business needs.
