The Solution ~ Having previously installed the upgraded infrastructure solution Absolute Networks were fully aware of the system set-up at the Belgravia Centre. In addition, the previous work that Absolute Networks had done with The Belgravia Centre and its staff meant that a strong working relationship between the two companies already existed. Dedicated support staff were trained up on the site's configuration to enable them to take informed calls from The Belgravia Centre as and when they need it. The helpdesk team at Absolute Networks is skilled in working with people of varying technical abilities which enables quick call resolution regardless of user IT knowledge. Absolute Networks installed a remote control solution so that the Support team can take control of users' desktops from the Absolute Network offices and resolve issues remotely. Using a comprehensive helpdesk software package enables Absolute Networks to keep you fully up-to-date on call status whilst at the same time build a log of issues so that advice on recurring calls can be given periodically to hopefully reduce the number of IT issues and increase your overall productivity. Absolute Support services provide such comprehensive support that this solution offers your company an alternative to employing a helpdesk or technical support person on site saving you thousands of pounds each year.

The Technology ~ Absolute Networks use Crow Canyon Helpdesk Software to log calls and direct them to the appropriate technician dependent on the type of issue. This enables us to easily send regular status e-mails throughout the lifetime of the call to ensure you are up to date with any progress. The software also has excellent reporting capabilities so that you can see information regarding volume of calls, call types, who has logged the calls, the length of time taken to resolve the issue etc. Bespoke reports are available depending on reporting requirements. The remote control software uses Microsoft's own Remote Data Protocol which enables Absolute Networks to connect and control your desktops from our Network Control Centre. This means our technicians can access your user PC's to remotely resolve problems that would usually require a site visit keeping costs and disruption to a minimum.