Complementary Support Service
IT WLR user support is delivered by a dedicated team of Service Desk engineers, providing telephone and remote support. This team is augmented
by a highly qualified team of Field Engineers who visit client sites as scheduled or as need be, depending upon the client's service.
“We always ensure the customer is happy with the quality of the work we perform. We often phone back a few days later to check everything
is still working well.”
(Joseph, IT WLR Senior Technology Consultant)
Some clients opt for an All Inclusive contract, in which monthly fees are fixed. Others opt for Variable Rate agreements, where fees
vary according to demand and usage. Overall, we aim for flexibility.
In the complementary support model clients retain us to augment an in-house IT function. Beyond this, we tailor individual support
agreements to suit individual clients and their organisational requirements.
Some want regular on-site visits included. Others do not. Some want our engineers to have remote access to user's machines. Again, others
may not need this facility. Some clients (with their own in-house IT resource) use IT WLR to deliver first-line user support, escalating
calls to an internal team, designed to deal with issues that cannot be resolved via an initial call.
Due to the detailed analysis and reporting IT WLR can provide, clients often use the IT WLR platform to not only analyse our performance,
but give greater visibility of their own IT function helping to inform financial and strategic decisions.
All IT WLR engineers are trained to communicate effectively with individuals at all levels of technical understanding. And engineers also
help to identify individuals who may need IT-related training, which would improve their individual effectiveness and productivity.