Remote Service Desk

Taking IT support to the next level

The term ’Helpdesk’ is now considered to be obsolete in the modern IT business world. It has become associated with a relatively low end technical competence level, using minimal process frameworks to resolve a user’s issue. Helpdesks have become accustomed to poor service levels and in no way show confidence to a client’s business.

The Eolas Technology IT Service Desk

We operate an Irish based 24×7×365 IT Service Desk that delivers all elements of IT managed services.

Our Service Desk Analysts are not only highly technical but are also consistently trained to ensure they only speak in jargon free English.

Your Single Point of Contact

We act as a Single Point of Contact to all your end users for all aspects of their IT requirements. This includes the following features:

  • Incident Management:
    Common faults and outages that affect the day to day business function
  • Service Request Management:
    The needs of the business user (new software, hardware, access rights etc)
  • Queries:
    Questions, training, ideas etc
  • Change Management:
    Needs of the business infrastructure (new servers, switches, enterprise software releases)
  • Problem Management:
    Trending, root cause analysis and incident prevention

 

Outsourcing your IT Service Desk to us will enhance your user’s support experience and will ensure your systems remain robust, secure and always available.

ITIL

To ensure that we always provide the highest level of service to our business clients, all our agents are trained in ITIL making sure that all our work is done according to industry best practice.

ITIL is the leading ICT Framework within the ITSM (Information Technology Service Management) industry. We measure our performance to our clients, process framework, people management and development, business strategy, sales process and even our social and environmental responsibilities.

We have set high standards throughout the core guidelines, that completely ensures the best results are delivered to our clients.

IT Solutions following best practices

We use the ITIL  framework and methodologies, and follow industry best practice in all our operations. We use solutions that ‘just work’ so that our service to you is delivered consistently every time.

We work throughout the entire lifecycle of your IT Service:

  • Service Strategy
    Demand, Growth, Business Planning, Financial Management
  • Service Design
    Management & Control, Risks, Success Factors, Application
  • Service Transition
    Audits, Implementation, Change, Business Infrastructure
  • Service Operation
    Service Desk, Problem Management, Results, Reporting
  • Continual Service Improvement
    Business Needs & Change, Consistency, Reviews

 

Our determination and dedication to the excellence of these processes mean that you can have total confidence in our ability to grow your IT infrastructure and to ensure that it is cared for as if it were our own.

We have regular client review days, so we can sit down with you and review your systems, evaluate our service and discuss strategies to enhance your business further. It is our mission to ensure that you are always getting the best from your IT and from our relationship.

 

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