Skilled technical engineers are not easy to find and are in short supply in Europe, today's business solutions are essential to performance, operating systems software and applications that fit with your line-of-business is paramount, hence why its not an option to overlook expert support. Staff and training are expensive and the effective recruitment of the right individuals can be time consuming. Worse still there is always a danger that a valued team member will suddenly leave.
Essant have developed a comprehensive suite of support services designed to help our clients optimise their networks. We judge our success, not simply on providing IT networks and excellent service to our clients, but also on the productivity and competitive advantages our clients achieve through the systems we supply - the very reason behind their investment. For some clients a Managed Service removes too much of the control from them, for others it is simply not an option because of company policy on 3rd party network access, for these clients Essant's Support Services provide a cost effective support resource to augment in house teams.
The Essant Monitoring and Management Centre (EMMC) is the hub of our technical operations and is manned by teams of highly qualified engineers who provide first, second and third line support. Our support teams use best practice escalation procedures to ensure access to senior level engineers and technology specialists as and when required. Our extensive testing lab fully supports the engineering activities by allowing replication of our clients' networking issues. These facilities aid swift resolution of our clients' networking problems.
The Essant Service Desk combines cost effective telephone support and remote troubleshooting onto the client network, dedicated to offering mutual support and enhancing the user experience. The call handling system provides vital help and advice from technical experts, and is focused on delivering “first call fix” incident resolution. The majority of our clients use the service to enhance their in house support teams to gain expert assistance and advice on more complex networking issues, or to provide out of ours support for key products and applications, direct vendor escalation can be included if required. Essant follow ITIL best practices for service delivery logging incidents with an appropriate priority level, unique ticket reference number and assigning a suitably qualified engineer.
Hardware Break Fix service is provided under a number of formats and Service Level Agreements (SLA's), including:
- Engineer To Site with various response and fix SLA's.
- Advanced Replacement of hardware for clients to swap out themselves.
- Service Exchange and Spares Holding, predominantly used to provide cost effective cover for items such as IP phone handsets and wireless access points
