Service Desk
The RSS Service Desk is your single point of contact for all regional service tasks and information.
RSS understands from over 15 years of experience in regional IT service delivery, the importance of developing an understanding of your requirements, and providing consistent, high-quality and timely services through professional help desk staff and on-site resources. We look forward to discussing your business requirements.
When you pass RSS a task with the supporting documentation and equipment, the RSS Service Desk will:
- Review the job to ensure all required information and variables are specified,
- Arrange the appropriately skilled and accredited resources (IT, network cabling and or electrical),
- Discuss the task, equipment required and deadline with the attending RSS office.
- Confirm a suitable ETA with all parties,
- Track consignments to ensure parts delivery is on schedule, and escalate where they are not,
- Attend site at the notified ETA,
- Escalate any issues on-site appropriately,
- Update you regularly with progress on-site in real time,
- Co-ordinate technical support either internally or with remote customer IT department engineers,
- Facilitate any conference calls so customers can speak with our technicians on-site before they leave,
- Ensure any remote helpdesk confirms connectivity of a unit on the network before our resource leaves site, and
- Provide full summaries and signed job sheets for each visit to site.
