Fisheye Helpdesk

At a glance

As a Managed Services customer your staff can access the Fisheye Helpdesk on tap. With one phone call, problems are prioritised, addressed in the appropriate order and by the appropriate specialist, and managed through a ticketing system that lets the user (and you) track the status of their enquiry, with assurance that it will get resolved.

We’ve invested in the world’s best system-monitoring tools. That means we can see right into the heart of your people’s PCs and either sort out problems remotely, or guide the user in how to sort it out themselves (depending on the problem and the staff member’s capability).

We’ll also fix problems proactively. For example, we’ll see long before anyone else does if a PC needs maintenance (it might be running a little slowly, say – not so the user would notice, but we will notice). And we’ll keep your PCs up to date with the latest security patches, antivirus updates and correct licences.

All of this happens within a powerful reporting system that lets you see what actions we’ve taken, what problems we’ve solved, the time to resolution, and what value you’re receiving for your money.

Benefits

  • Reduced downtime from technology and user issues
  • Constant up-skilling of your staff’s IT expertise
  • A watchful eye on recurring issues
  • Reporting and analytics that help you identify common problems and trends, such as many users having trouble with the same software, similar hardware issues repeating, and so on
  • A team of experts at your disposal
  • Trackable, accountable audit trails of all IT requests and time to resolution
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