IT Support

Beneath the Simplicity

IT systems are so fundamental to our ability to do business, little can stop us in our tracks faster than an IT problem. When considering a support provider, a quick response rate is a vital service component.

The only thing more frustrating than a slow response, is advice which does nothing to actually resolve your problem. You need a provider whose resolution rates are as high as their response times.

When outsourcing responsibility for your IT the degrees of pro-activity, accountability and control that a provider can deliver to you is essential.

Bluecube's custom built Service Desk delivers:

• Around the clock technical support: available 24 hours a day, 365 days a year, to tight Service Level Agreements (SLAs).
• A speedy response time: it takes an average of four minutes for an engineer to telephone a client once they have logged a call.
• An excellent first contact resolution rate measured against to industry standards.
• Transparent and accountable support: clients can, via thier online portal, see each action taken to resolve an issue and set a target time for its completion.  
• Proactive monitoring: by closely observing hardware and utilising trend analysis, we are able to identify potential issues before they occur and prevent them, whilst addressing those which do before they escalate.
• Enhanced client control and information: by establishing key users as VIPs within their own system, they have the power to make important decisions about how their IT is structured.

"Whether it is day or night, Bluecube are always on hand to address and resolve our IT issues. Unlike helpdesks we have used in the past, which make you endure a long chain of escalation before finally speaking to someone with the necessary skills, all of Bluecube's service desk engineers are highly capable and fix the vast majority of our problems immediately."

Steve Wright ACDelco