Desktop Management
ACS’s Desktop Management service is designed to provide a complete solution for the management of your desktop infrastructure and environment.
The service consists of four major elements:
- End-user service desk
- Desktop support
- Desktop maintenance
- Procurement
End-User Service Desk
ACS end-user service desks are located at our Network Operations Centres in Telford and Manchester. Our service desk teams are themselves highly skilled and capable of resolving requests for assistance without recourse to 2nd level support.
Predefined procedures and scripts typically assist in the swift resolution of straightforward or common incidents. Our principle service objectives are:
- To make it as simple and as easy as possible for users to report incidents
- To promptly respond to all reported incidents and proactively manage all incidents through to resolution
- To keep the users appraised of the status of their calls at all important stages;
- To keep an audit trail of all actions relating to a each call
- To keep the client appraised of the state of the service through regular reports and service review meetings
- To create a more satisfied user community.
Desktop Support
ACS 's desktop support services provide remote or onsite technical support for desktops, laptops and networked printers, managing the resolution of all technical issues, including connectivity, operating system (Windows or Novell) and hardware incidents.
ACS will also:
- Manage any other third party support providers
- Undertake initial investigation of application software incidents and escalate to an appropriate support provider
- Manage remote updates for operating system and application software
- Track all reported incidents and provide regular status updates and reports.
Desktop Maintenance
Our long established and highly regarded maintenance service delivers the guaranteed fix times that users demand, not just the guaranteed call response that is offered by other companies. By providing a guaranteed fix time we help our clients to minimise downtime and protect their investment in hardware. Our maintenance and support operation is truly nationwide with a central repair and refurbishment centre in Telford and engineering teams located throughout the country.
Our Engineering Department is based in Telford and is accredited to carry out warranty repairs on HP, Toshiba, Lenovo and IBM products. All bench repairs are carried out in the static-safe environment of our purpose built workshops and we can also provide a bench repair or on-site repair service for many types of printers and other peripherals.
Procurement
ACS’s approach to procurement is to offer our clients the best possible value on equipment and software. To that end, we will offer pre-sales help and advice on proposed purchases, together with evaluation equipment as required.
Additionally, through the network of relationships that we have forged with both vendors and distributors, we will, wherever possible, take advantage of Vendor Special Bid pricing for specific projects and vendor Framework Agreements for ad-hoc standard purchases. For software purchases, we will always attempt to offer advantageously priced Volume Purchase Agreements to reduce costs.
Key Benefits
- Simplified, efficient resolution of incidents with a single phone call
- UK based support teams
- Managed escalation and reporting, taking away the administrative burden from your in-house resource
- Greater user satisfaction and increased productivity
To find out more about ACS desktop management services, why not arrange for one of our Managed Services specialists to give you a call - simply complete the form to the right and we’ll be in touch at your convenience.
