LAN Support has been providing ‘off premise’ Help Desk services to small to medium sized companies for over 20 years, in fact if your company has between 3 and 250 employee’s then speak to us about our Managed Help Desk services.
Our highly experienced team serve as a single point of contact for all your technology support needs. Certified and trained in the latest managed cloud technologies, LAN Support’s IT professionals work closely with each client on an on going basis to ensure the best ‘off premise’ service and technical support your company requires.
With our service desk based out of our head office in Surrey, LAN Support lets clients remove the entire burden of technical support delivery, allowing your people to concentrate of their own tasks with minimal disruption.
We use advanced service desk systems to deliver on Service Level Agreements (SLA) defined by you at point of contract along with state-of-the-art remote management and control so we can remote to your device and swiftly fix your issue.
Call escalation processes are defined and structured to quickly resolve issues, saving time and money. And you will see further savings by employing more of our Managed Services such as Patch Management, SPAM Filtering and Office 365.
4 Ticket Types
Service Request Ticket
A request from a user for information, or advice, or for a standard change or for access to an IT service. Service requests are usually handled by the service desk, and do not require a Request For Change to be submitted.
EXAMPLE: Reset a password, email issues, printing issues or provide any standard IT services for a user.
An unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident.
EXAMPLE: Failure of one disk in your server, pc or laptop. Failure of Internet Router; Failure of networking.
A cause of one or more incidents. The cause is not usually known at the time a problem ticket is created, and further investigation is required.
EXAMPLE: A power outage results in disruption of service to several users in the company.
Change Request Ticket
A ticket describing a change that might resolve one or more problems or incidents. It may require approval by other members of your organization before it is made.
EXAMPLE: Replacing a server to resolve multiple performance issues with multiple customers. Those issues may be logged as problems or incidents, while the replacement is logged as a change request linked to those problems/incidents.