YourDesktop™ ICT Support

YourDesktop™ ICT Support™

Summary

TSI World’s Support Service delivers a level of support that gives each business a bespoke level of service and commitment.

TSI World employs a professional team of engineers with recognised major industry standard professional qualifications (including HP, CISCO and Microsoft) and who are enhanced DBS checked every year. For our support contracts, we do not use any 3rd party or contract engineers ensuring a consistent level of quality and engineers with practical knowledge of educational networks & software, delivered by employees many of whom have over 15 years experience of supporting ICT in education.

For more detail on our support and managed service delivery, please click here.

Technical Support Visits

Regular visit dates are arranged in advance with the you and agreed in writing. The same technician team is allocated to your site to build up local knowledge and deliver a high quality of service through continuity.

These visits take place on an agreed cyclical basis are to maintain and add to the functionality of your IT Department. TSI understand that your business network has to perform reliably for the advantage of the staff and your customers; We will work with you to achieve these aims.

Our intention is to deliver the best support possible and add value in terms of sharing good practice from our wide ranging experience.

The nature of the tasks to be undertaken on the scheduled visits is determined by you equiements.

Typical tasks may include:-

  • Network trouble shooting

  • Fault diagnosis

  • Network and classroom printer support

  • Adding computers to the network

  • Adding new users to the network

  • Installation and support for core software

  • Advice and assistance with other software

  • Advice and support for peripherals such as scanners, microscopes, cameras etc

  • Internet connectivity trouble shooting

  • Interactive Whiteboard / Screen fault finding and calibration.
  • Routine network administration tasks

  • Install Service Packs

  • Apply patches

  • Update and managing anti-virus software

Unlimited Telephone and Remote Support

A dedicated helpline is available and all faults are dealt with by experienced Service desk staff. Calls are also logged by email and through a dedicated Web Portal to our service desk system.

ITIL Acreddited service management and support desk system

One of the key features of this service is that each member of your staff is able to log their own support calls directly. Either sending an email, utilising a web based portal or phoning the ServiceDesk itself. Each and every call can be monitored and the progress can be seen by each user via the web interface from the start right through to resolution.

Proactive Monitoring Software

Included within the SLA offering is a proactive monitoring software which alerts our Service desk to any potential hardware or software failures before you do. Other benefits include device audit and monitoring, software deployment and reporting and unattended remote access (user has ability to apply a ‘privacy mode’ if required).

Engineer Call Out

As a support customer, you will have access to a pool of engineers, should a site visit be required to resolve a fault outside of an allocated technical support visit. Depending on the nature of the issue and requirement, you will be informed in advance whether this will be a chargeable call or within the service contract

Hardware and Software Support

TSI World will endeavour to resolve all hardware and software issues in conjunction with your IT Department and will liaise with 3rd party manufacturers (where applicable).

Network Infrastructure

We will assist you in the maintenance of your cabling infrastructure by fault finding, repair, and loan of equipment and design of network cabling systems (subject to exclusions).