Managed IT Services
Information Technology has never been more challenging--the sheer number and complexity of integrated systems, security threats and the extensive reliance on uninterrupted, continuous connectivity and communication ever increasing. Businesses, more than any other point in history, rely upon their IT systems to enable them to operate effectively.
IT Managed Services, also called Managed IT Services, IT Support, Helpdesk or just Managed Services are Information Technology support and services provided by an IT provider where that provider takes on the responsibility for and manages the reactive and proactive IT services for and on behalf of clients. Managed IT Services can include both Fully Managed, where the client has no in-house IT staff, or Partially Managed or Extension Services, where the client may have a small team of in-house IT staff and require specialised expertise in certain areas.
Managed IT Services are an effective way to ensure your business IT needs are met. You get access to an entire team of skilled experts within a cost effective framework, allowing you to focus on your business and leave IT to your dedicated team of professionals. Break - Fix Helpdesk and Support are an integral part of Managed Services, however Managed Services are so much more. It includes proactive maintenance and basic cyber security, and can be tailored to include IT planning and strategy, compliance, governance and advanced cyber security.
What is included in a monthly Managed Service Agreement
Service Team (Helpdesk)
Firstly, everyone you deal with at VOX is based in New Zealand, we do not off-shore any of our services and this includes our Service Team. Secondly, you can log service requests via email or talk to one of our helpful team by telephone, the choice is yours. Our Service Team are our hard working generalists that work tirelessly, completing move, add, change requests and fixing the day to day issues that occur.
Our support and service desk capability allows end-users to have issues or complaints about their IT environment dealt with in an efficient manner.
The helpdesk conducts troubleshooting and resolves end-user enquiries, escalates tickets to Senior Engineers as required and within SLA timeframes or, for tickets requiring specialised support (i.e. complex network support issues) assigns them to the appropriate team. We will provide helpdesk support and maintenance including triage and collaboration as required, this includes all fault finding and troubleshooting of hardware and software as necessary on all workstations as well as updating the system and application software.
Reactive user support
Anti-virus and Anti-Malware monitoring
Disk space utilisation
Troubleshoot hardware and software issues
Temporary internet files purging
Installed software check up
Check event log files
Install necessary updates and service packs and more
We have a team of engineers operating from our Service Desk who monitor critical client systems via real-time monitoring dashboards and alerts as well as performing regular maintenance tasks scheduled in with your internal IT team.
This team responds to server events based in a proactive and reactive manner; this means that through monitoring and regular maintenance we aim to prevent issues from occurring while also providing recommendations for any changes, updates or other work that should be performed to ensure the continued operation of the environment.