“A Range of Services Providing Assistance with Technology environments”
Our support services are entirely customer focused and work to improve your efficiencies, generate an ongoing positive ROI, and enhance your clients’ satisfaction.
Our Support services and methodology has developed over more than 25-years of providing support to all our clients regardless of size and solution complexity.
In brief, ITL Technologies provides our clients:
- The deepest and broadest technical skills of any independent vendor in the New Zealand market
- Ongoing investment in support management tools to ensure we deliver to our service promise
- Industry best practice processes and frameworks ensuring we deliver support effectively and efficiently
- Unparalleled breadth of service level agreement options
Single Point of Contact Service Desk
Our 24×7 Service Desk acts as a single point of contact, logging and tracking all incidents as well as overseeing contract management and customer reviews.
We maintain full ownership of incidents until closure. To ensure that all incidents are answered in a correct manner, incident escalation procedures and product training are carefully defined. We constantly monitor open incidents to ensure that they are closed within agreed timeframes.
Service Delivery Excellence
The rapid advancement of technology means continuous improvement is a key priority for us. Through our proven engagement process, we apply best practices to provide a support program that meets your requirements and is continuously enhanced for the future. We constantly review critical success elements in each of our support areas to ensure your satisfaction.