Our team operates in smaller ‘pods’ consisting of multiple 1st, 2nd, and 3rd level engineers. Each pod assists specific clients to provide familiar, personal service, which is backed by the full capabilities of our extended team.
Starting early in Auckland and transitioning from the east to west coast of Australia and Manila throughout the day, we provide genuine 24/7 service with our ‘follow-the-sun’ model.
Enterprise firms also have the option of a dedicated Service Desk embedded into your organisation.
Our Service Desk processes are built around ITIL principles of problem, incident, and change management, with service levels determined by ticket severity and impact. All of our technical staff have experience in remote and face-to-face on-site client service. We rotate our technicians into customer-facing onsite positions to better understand and respond to the real world needs of end users.
To provide the best results you need the best systems. Our team has worked diligently to ensure we prove the best remote and Service Desk software available on the market. While our client feedback reporting, which is displayed on centrally located monitors at each office, provides a constant source of highly visible customer satisfaction results about individual tickets and overall performance.
Credible, Reliable, and Personal