User Support and Training
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.
“All IT WLR engineers are trained to communicate effectively with individuals at all levels of technical understanding.”
(Theo, IT WLR Information Systems Engineer)
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.
Others retain us to augment an in-house IT function via our Complementary Service model. 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.