GET IMMEDIATE I.T. SUPPORT FROM THE MSS OVERFLOW SERVICE DESK
MSS offer overflow service desk support to organisations to help improve their service desk coverage. Our overflow service desk can be quickly scaled as require to help you improve ‘first call fix’ when support calls are made, and give internal teams more agility to complete site visits and engage in projects without experiencing peaks in support queues.
Our Australian and New Zealand based Service Desk operates 24/7/365 days a year including Christmas and New Year. It is operated under the ITIL framework and provides full reporting and disclosure.
MSS function as an extension of your team, with members dedicated to your organisation allowing a specialist knowledge base to be developed and maintained.
SERVICE DESK RESPONSE
The Service Desk operates under strict service levels with 90% of calls answered within 20 seconds, 92% answered within 60 seconds and all calls answered within 180 seconds.
All personnel are minimum Level 2 engineers, police cleared and premium vendor certified (HP, Cisco, Microsoft, VMWare, Apple).
Ticket and response time resolutions:
- Priority 1 – Response 15 min, Resolution 2 hrs
- Priority 2 – Response 25 min, Resolution 4 hrs
- Priority 3 – Response 4 hours, Resolution 12 hrs
- Priority 4 – Response 4 hours, Resolution 48 hrs
We provide ‘Follow the Sun’ support for seamless service uptime and handover of customer service requests.
The MSS team are certified IT providers for premium vendors, working with only the best.
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EXPLORE I.T. SOLUTIONS
MSS provide diverse and comprehensive solutions for IT security, infrastructure and support. For more information on a particular service click on an icon below, or contact out team now to discuss your specific requirements.