End User Support

Managing user estates effectively can be challenging especially where the workforce is across many locations or is mobile. SaintGroup’ Managed Services provides remote assistance for diagnosis, repair and education to the end users including support for laptops, desktops and smart portable devices. The user estate has a single point of contact with the Service Desk and can be remotely assisted on or off corporate networks providing the flexibility to manage these challenges on behalf of our clients.

The key aim of the Managed Service is to ensure that IT infrastructures, resources and equipment are available when required by users. Where a user experiences an issue or incident then the Managed Service is able to coordinate a range of individuals, teams and systems to restore service to normal levels.

Key to the rectification is our ability to quickly identify and diagnose the core issue and take the appropriate steps to implement a permanent fix. Our incident management process incorporates:

• Incident detection and recording using monitoring and call logging. In many cases our remote monitoring systems will make us aware of incidents before users experience them;
• Classification by severity and type, investigation and diagnosis by highly trained staff with extensive knowledge of the infrastructure environments and associated IT systems;
• Resolution, recovery and closure as quickly as possible with minimum possible impact on IT provision;
• Incident ownership, monitoring, tracking and communication; and
• Co-ordination of all resources used in incident resolution.

Where there is a requirement for a greater level of support for a small group of users we offer a VIP service where their logged incidents will automatically receive a higher priority.