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After Care Services                Insurance Policy Documentation                        Student Welcome Pack             ...
Iansyst Help Desk   Dedicated Helpdesk and telephone response service.       Customer Services and Support teams have co...
Support Given   One to one Telephone, Textphone, SMS or email support:       AT software,       Operating Systems,    ...
Helpdesk Staff   Disability aware (Disability Awareness Training)   ITIL service desk Trained   Support Level 1:      ...
Iansyst Technical Services   Apple Pro App certified   Microsoft Certified Professionals   Return To Base (RTB) repairs...
Iansyst Welcome PackIansyst customers receive a Welcome Pack that contains   important information regarding the following...
Burnetts   Iansyst have partnered with Burnett’s since 2004.   Specialised in providing insurance for computer    equipm...
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After sales care and insurance DSA

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After sales care and insurance DSA

  1. 1. After Care Services Insurance Policy Documentation Student Welcome Pack Laptop Care GuideBy Martin Kirkup & Melvin Baynham
  2. 2. 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)
  3. 3. 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
  4. 4. 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.
  5. 5. 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
  6. 6. 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
  7. 7. Burnetts 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 - Burnetts

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