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Software Support Services

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The foundation of the Deverill Support Services Portfolio is the IT Service Desk Service.

Offering a telephone-based service for both technical and end-user support, from our purpose-built Service Desk Centre based in Poole, Dorset.

Our Support Desk has the following service features:

Informed Support - Our Support Desk is manned by highly qualified and experienced analysts. All members of the Support Desk receive extensive technical training.
Measured Service - We use dedicated service desk software for all incident and problem management call logging and monitoring purposes. We provide monthly call reports to customers and internal staff.
Flexibility - We take great pride in providing a highly flexible and responsive service focused on satisfying all evolving customer needs.

We provide a dedicated phone number with several lines to the Support Desk. Our staff are fully trained on call handling techniques. Each call is assigned a unique Support ID for each reported issue and use system classification data and pre-defined Service Level Agreements (SLAs) to prioritise the required response activities.

Service Desk software is used to track resolution activities initiated in response to all incident, problem or support requests.

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We also make use of a vast knowledge base in order to assist with the support process going forward.

These tools are also used to analyse our performance, detect trends and issues for ongoing improvement.

As part of our Quality Management System we request feedback from clients on the services we provide. To see these comments click here.

Deverill’s Service Desk services can be further extended with an optional hardware support contract, and or a remote managed service to provide a proactive service:

Hardware Break / Fix
Desk-side Onsite Support
Laptop Swap-out Service
Network Comms Support
Workshop Repairs
Warranty Management

End User Application Support
End User 1st line Helpdesk
Server Software Support
Onsite / Remote Helpdesk
3rd Line Technical Support
Bespoke Application Support

Onsite Server Support
Onsite Engineering & Support
Desktop / Laptop Build
PC Imaging & Image Management
Delivery / Installation Service
Disaster Recover Support

By using this guide customers can ensure that services on offer will meet their business needs and requirements. Who Helps you compare service offerings..... We Do™

On Deverill Service Desk Services.

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