We have packages to suit both small, medium and enterprise size organisations and have experience with all sizes of clients.
Following and adhering to industry standards set by ITIL, our aim is to provide IT services which align perfectly with your business’s needs.
Our service desk environment utilises various levels of Service Level Agreements (SLAs) to provide the level of support each business requires. Typically, SLA’s vary from 15minutes to 8 hours.
Service Management & ProceduresOur company culture is based around helping others, “understanding IT needs a personal touch” is our tagline.
We organise client requests into priority order, we designate these:
Critical Response Needed | Response in under 5 minutes
General Problem | Response in under 1 hour
Request for Change / Task | Response in under 2 hours
Preventative Maintenance | Scheduled by ECS Team
We give requests a priority order to ensure business critical outages are given the highest amount of attention. This ranking of requests does not mean that a P2 or P3 is unimportant to us, on the contrary we place high importance to all requests received.
Our first priority is to respond to your problem. From there we diagnose the issue & put in place a solution to resolve the situation.
Resolution time can vary based on the problem, but from diagnosis to solution, you will have a dedicated engineer working on your case and we will not stop until the problem is resolved.
Inefficiencies are our bread and butter & our job is to allow your staff to concentrate on the role they add the most value in.
It’s also much more cost efficient for virtually all small & medium sized organisations to purchase a monthly outsourced IT department service than to employ an internal IT manager.
Of course, there are industries and examples where hiring an internal IT employee makes perfect business sense, but from our experience these are limited when considering the breadth of businesses that we come in contact with.
Outsourced IT Department
Often dealing with IT in a small business is frustrating, time consuming and expensive to the business – especially when Dave from Sales ends up spending all day troubleshooting Jude’s PC in accounts!
Working with internal IT Departments
We have team members who have extensive experience working and managing internal IT departments and this wealth of experience allows us to offer real value to larger companies & corporates and undertake some of the less desirable work, allowing IT departments to concentrate on the real business critical tasks they perform.
As an example, we provide Helpdesk & 24/7 Monitoring solutions to large multi-national companies.
This provides the IT department with a cost-effective solution to time-intensive work like manning a helpdesk & an always on, 24/7 monitoring solution without the large investment required to purchase such software & equipment.
This frees up the internal team to concentrate on higher level issues & spend real time planning for the future.