Capabilities

Our helpdesk runs 24/7, and is fully staffed by our own trained and qualified technicians (around 60 people are employed at our Lincoln site). We handle around 90,000 support incidents per year, and field around 150,000 telephone calls which range from routine change requests to full scale incident management. All helpdesk activity is tracked using our enterprise grade ITSM compliant incident management system.

Our telephones are always answered by human beings, with no call queuing, voicemail systems or touchtone menus.

We always have Cisco qualified staff on duty, and have the capability to support a wide range of systems:

• Cisco networking equipment (routers, switches, firewalls)
• Cisco VoIP gateways and Unified Communications products
• Cisco WiFi access controllers and access points (including centralised, managed Radius for user authentication)
• APC Netbotz environmental monitoring devices
  • Temperature
  • Humidity
  • Water (flood)
  • Physical access / intrusion
  • Smoke / fire
  • Audio / noise levels (for detecting operation or failure of industrial plant)
  • CCTV pictures of remote facilities
• IBM and HP server management controllers
• Any device capable of SNMP (for performance statistics)
• Any device capable of ICMP (for availability and uptime reporting)