Managed Support Desk Services
The support of any IT environment is now more challenging and demanding than ever before. The ever-increasing range of applications and platforms, together with elevated IT user expectations can mean the provision of IT support is costly, time and resource intensive, as well as an unnecessary management overhead. Riverlite Assist is a managed support desk service designed specifically to tackle these challenges.
Operating 24x7x365, Riverlite Assist is a professional, highly skilled and friendly support desk service, designed to enhance any organisation’s IT support service. It is a single point of contact for all technical queries, whether they be first line IT user support or third line technical escalations of more complex issues.
All members of the Riverlite Assist team are support desk technicians, none are just call loggers, every team member is able to provide technical support. Through this approach, incident ownership is maintained & customers of all technical abilities can easily speak to a technician and gain immediate assistance.
Riverlite are committed to delivering a quality service and a superior customer experience. All services are underpinned by our ISO20000 accreditation and is based on an Information Technology Infrastructure Library (ITIL) framework ensuring best practice for IT service management.
To maximise customer satisfaction, upon the resolution of each service ticket, customers are invited to leave instant feedback of their experience via our customer experience portal. In this way Riverlite is able to work with customers to ensure constant and continual service improvement.
Riverlite consistently surpass our expectations in their service delivery, with vast knowledge and expertise. We don’t consider Riverlite to be an IT partner, they are an extra and valuable member of the in-house IT team.
Chris Connell, ICT Network Manager
Riverlite take a structured approach to service transition to ensure services are introduced in a controlled and predictable manner, thus minimising the risks associated with any transition.
This methodology ensures Riverlite captures and disseminates the knowledge and infomation required to deliver the service to both support staff and customers. As part of this process a welcome pack detailing all service procedures and key contacts within Riverlite as well as a handbook containing all pertinent information about the customer’s environment is produced.
Riverlite has developed the following process:
Chris Connoll, ICT Network Manager
Got a question?
We are always happy to answer any questions you may have for us. So, if you wish to discuss your infrastructure, find out about the latest technologies or see how you can reduce costs, then get in touch and a member of our team will be happy to assist you.
Simply complete the form here, or alternatively contact us using the details below: