Helpdesk Support

Our outsourced IT Support Desk is comprised of IT professionals trained to enhance the customer experience and improve customer satisfaction. They help your staff increase productivity, improve resolution times, and meet compliance standards. Our resolution processes are based on the industry best practice known as  IT Infrastructure Library (ITIL).

The Service Desk serves as the Single Point of Contact (SPOC) for all support requests, providing outsourced 24/7 server monitoring. Whether you call in by phone or utilize the web portal, we ensure all requests are being handled accurately and timely. If the issue cannot be resolved remotely, we will consult with you on options available for resolution.

Our Managed IT service desk and on-site support are provided by certified and experienced local engineers. Our capabilities include monthly reporting, multiple points of entry by phone, email or advanced remote management tools that diagnose IT issues in real time.

Tailored to your business requirements

We work with you and your team to determine exactly what it is that you require. We understand that sometimes clients pay for more than what they use purely based off the notion of ensuring scalability. That is something that is completely misconceived about an IT provider, instead we identify exactly what it is your company currently requires with us keeping at the back-end the necessary capacity for you to upgrade upon request.

With our Managed IT service desk, you receive a monthly or quarterly update that reports on your usage, systems health, issues and recommendations. We aim to transparently keep you informed so there are no surprises. Monthly reports are necessary from IT providers for many reasons. When your current IT provider is not updating you monthly on how your contract is progressing, from the calls and issues resolved, through to the monitoring, then you need to change your IT provider.

We understand that sometimes a phone call isn’t the most convenient way of responding to issues. If the issue is not necessarily classified as a high priority for your business, we provide alternatives in communicating with us.
Some issues need immediate or quick resolution. We have an escalation process to ensure your issue is taken by the relevant level engineer in order to have it resolved as quickly as possible.

Benefits of working with P2P Network Solutions

We understand your business

With our engineers holding years of experience in their respective fields, our clients are given access to exceptionally high level engineers with qualifications in software development, integration specialisation, support engineering, and much more. All our technicians take the time to understand your environment. This is solely for the reason of enhancing efficiency of the resolution of all your issues.

Fixed monthly rate

When we pay our bills, we hate noticing we have gone over our cap. Our fixed monthly rates ensure that you are not incurring any unexpected costs along the way. That way we can provide your business with updates of when you are nearing your limit or if the support is unlimited and we have a contract that doesn’t require so much work, we will advise you on the better options.

Have agreements built on your terms

We are big believers in service level agreements. We know how important it is to transparently communicate expectations. After understanding your business needs, we’ll suggest best practice ideas for responding to issues. However, all our clients are given the autonomy to dictate exactly what they expect from their computer systems.

Reduced financial risk

When you upgrade your support from casual support to a fixed monthly rate, it becomes an operational expense. This allows for more cash flow to occur without the massive bumps in the budget. This also allows us to understand your environments better than providing your business with ad-hoc support.

All-year round support of your IT

We know the importance of having a range of support options. But what about ensuring consistency? Throughout the year; we make sure that your team is supported and your systems are managed accordingly.

Highly responsive turn-around time

We often have new clients approach us because they are frustrated with their current IT. Our personal aim is make sure that your business receives the highest level of service, especially during the critical time-periods.

Contact Us Now to avail our Help Desk IT Support, we are available 24/7 all year round!