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Help Desk and Support
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Query / Quote
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In response to an increasing client demand for outsourced support services, Kilco has, over the last few years,
developed a Help Desk and Support facility. This enables clients to benefit from Kilco’s extensive support
capability, freeing up internal resources to focus upon value-add activities.
Kilco resources can operate in either a first line or second line capacity, and will work with other down-stream
providers to ensure end to end management. Their experience in the provision of workflow and engineering applications
means that they are well placed to provide first class fault resolution services.
The range of services includes both Business and technical support areas, covering:
• 1st and 2nd line technical support including fault diagnosis and repair
• Business helpdesk including account administration, equipment ordering
• Remote diagnostics and repair, including preventative measures
• Out of hours, 24 hours – email, telephone and remote support
Kilco will work with clients to determine necessary service levels and can provide a combination of support
contracts ranging from on-site to 24 hour on-call
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