HTL Support News

Read the latest information and thinking on the world of IT Support Services.

HTL goes further for IT Support

Published in IT Support

Independent IT Consultancy in LondonHTL's is an independant IT and Telecoms consultancy. All Helpdesk staff and Engineers are Microsoft Certified in both MSCE and MCP and HTL is a Microsoft Certified Partner .

We provide two services, which cover a range of functions within them – our IT Helpdesk service and IT & Comms Room Management.

We provide these services as appropriate for your business, so we start the process with a full audit and discussion to understand your current set up and your requirements.

One of our customers is a well-known airline, for whom we provide IT Comms room management and IT helpdesk. A HTL engineer is based permanently on-site, to deal with anything that can’t be dealt with remotely. End users call the Helpdesk team, who raise a ticket, the engineer then logs into the system to see what issues there are and is then able to resolve these remotely, or by going directly to the end user. In addition the engineer works on large, long term projects and routine maintenance.

For this company HTL provides helpdesk management, as they have their own IT teams based onsite, Network Team, Web Team and Server Team. All issues are logged with HTL and we manage the call request and ensure SLA’s are met on behalf of the customer and their own resolving team. In addition we provide first line technical support, allowing the IT teams to focus on their core areas of expertise, without being distracted by small day to day IT issues.

We provide helpdesk coverage from 8am through to 6pm and the ability to deliver out of hours help in addition to this. All support is provided within agreed SLAs, defined at the start of the agreement.

The future of IT support

Published in IT Support

 My August 1st Report on Service Desk 2010 provided a number of predictions as to what the support organisation and technology might look like in 2010. I would like to delve a little deeper into what the IT support might look like in 2010. As many of you know large support centers. We meet quarterly and generally fifteen of the twenty participating support executives are able to attend. At our next meeting, September 12-14 at we will focus on what the group thinks the service desk / help desk / support center will look like in 2010. I know the group well enough to know that the IT support  is and will continue to be of absolute importance. I would like to hear your thoughts and input. I suspect there are a number of vendors that might like to weigh in on this one. I will take all of the input that I receive with me to our September 17-19 Strategic Advisory Board meeting, which will also be addressing this subject.

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