Every business wants an effective IT service, that they can trust. At Xpertex, we ensure complete customer confidence in all systems and solutions we provide. We achieve this by not only providing the right solution, but by supporting and maintaining that system, every step of the way.
We have a Call Centre which is staffed with our own, UK based, highly skilled Technical Support team. Over time we have built a series of First Line Interventions and Resolutions the aims of which are to fix snags first time. We have an industry standard ticket management system which we have configured to provide leading measure-based alerts that can help to identify snags that could affect groups of users or clusters of clients.
We then develop proactive fixes that we can deploy to the target communities to eliminate a snag before they encounter it. We also have our own Second and Third Line Support engineers and specialists that we bring together into Resolver Teams where snags require escalation and prioritised fixes. Collectively we provide user-focussed telephone, Email and on-site support, plus systemic and enterprise fixes to ensure you get the most from your IT.
Acting in accordance with industry standard ITIL practices, we aim to exceed Service Level Expectations, establishing the high level of trust and confidence that every business wants from their IT services.