After Care ServicesInsurance Policy Documentation

Student Welcome Pack

Laptop Care Guide

By Martin Kirkup & Melvin Baynham

Iansyst Help Desk Dedicated Helpdesk and telephone response service.

Customer Services and Support teams have combined. Three tier Technical Support team:

1st line –Answer and log incoming calls, manage expectations, and basic troubleshooting. (Virus, password , license keys, known AT/OS issue resolving)

2nd line – Support technicians answering AT incidents and available to answer level 1 overflow.

3rd line – To deal with Complex AT cases escalated from level 2 and liaise with software manufactures.

New E-service Incident Management HelpDesk. (ITIL compliant)

Support Given

One to one Telephone, Textphone, SMS or email support: AT software, Operating Systems, Computer hardware and Peripherals.

The use of remote software aiding technicians in supporting end users.

Full system restore software Sensitive and supportive approach

Helpdesk Staff Disability aware (Disability Awareness Training) ITIL service desk Trained Support Level 1:

Experienced in Customer Service and call management. Access to in-house knowledge base

Support Level 2: Rotation and cross skilled with Technical Services team (Repairs, Builds

and development). Good understanding in all AT software and Operating Systems. Proven experience in hardware fault finding.

Support Level 3: Dedicated off line team investigating deeper into incidents Highly developed knowledge of AT. Onsite assistance where essential.

Iansyst Technical Services

Apple Pro App certified Microsoft Certified Professionals Return To Base (RTB) repairs Out Of Warranty repairs Insurance Repairs or Replacements Onsite repairs (Warranty specific) Loan laptop provision. End user Data Backup. Remote or RTB health check

Iansyst Welcome PackIansyst customers receive a Welcome Pack that contains

important information regarding the following: Deliveries Warranties Caring for their equipment How to contact iansyst How to access technical support How to organise training Loan equipment What we expect from them and Complaints

Burnett's

Iansyst have partnered with Burnett’s since 2004. Specialised in providing insurance for computer

equipment since 1980. Provide a fully comprehensive bespoke insurance

solution.

Hand over to: Garry Moore - Burnett's