Service Desk

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Akhter Computers Service Desk provides the single point of contact for all post-sales support requirements in the UK.  A wide and comprehensive range of services and service level agreements are managed and delivered from the Centre allowing Akhter to offer precise solutions to meet the support requirements of any organisation.

Underpinning Akhter’s support services is our Primary “Service Level Agreement”. This provides the foundation upon which we define the levels of service and responsibilities for specific support partnerships.Depending on your choice of service level agreement the IT Service Desk personnel will log your calls via telephone or by email. All contact routes thereafter are governed by your choice of SLA to make certain you receive the contracted level of service.

Telephone Support:

Full technical support is provided for all equipment supplied under a given contract. Akhter provides a single point of contact for all types of support call the First Line support team taking all initial calls. Where necessary, calls are escalated to specific technical groups within the Company. The escalation procedure is a defined process within the Company quality system to ensure that all calls are resolved in a measured and timely manner (a copy of this procedure is available upon request).

The Customer Service Centre guarantee for its First line Support is as follows:

(i) All customer support telephone calls are answered within 2 minutes
(ii) All On-line queries are actioned within 30 mins

Optional benefits

Where Akhter connects remotely to your systems our technicians will perform network administration functions, freeing up your IT staff to concentrate on the more important aspects of your business development. Here are some of the most common administration functions we offer:

  • Remote software installation 
  • File restoration from backup 
  • 3rd-party call management 
  • Backup reporting 
  • Antivirus reporting 
  • Batch file processing