Dataworks Waterford

Managed Support Desk

Providing Tailored Support to Suit Your Needs

At Dataworks we provide a Managed Helpdesk Service to our clients tailored to meet their needs. Our unique blend of skillsets and domain knowledge ensures issues are solved in a timely manner and in accordance with best-practice procedures.

By accessing the technical knowledge, programming skills and expertise of our highly qualified team when needed, our clients can support their applications for both internal and external customers in the most cost effective way.

ONSITE MANAGED SUPPORT DESK

Our helpdesk engineers become a virtual extension of the client’s team enabling them to release key staff members for more valuable activities. While responding to issues as they arise our engineers will liaise with both internal IT and the business managers to ensure that all issues are resolved in a timely manner.

As part of the onsite service our engineers work in partnership with our clients to build up and maintain a knowledge base. They systematically apply our Continuous Improvement principles to ensure that root cause analysis is performed and will put resolutions in place so that these issues are not repeated. Often this includes working with key internal stakeholders, such as the development team when software issues are raised, and also with the training department where user training needs to be provided.

OUTSOURCED MANAGED SUPPORT DESK

The fully outsourced model provides support offsite and delivers to Service Level Agreements agreed with our cleints. The SLA coupled with our escalation procedures, ensures that a very cost effective and efficient service is provided. Dataworks follow ITIL best practices in the provision of our managed helpdesk service.

We can provide this as as stand alone service for our clients, or as part of a fully Outsourced Managed Maintenance contract. We also offer a fully outsourced Software Quality Function to clients where needed.