Service Desk

The RSS Service Desk is your single point of contact for all service tasks and information.

RSS understands from over 2 decades 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.

Coverage

When you pass RSS a task with the supporting documentation and equipment, the RSS Service Desk will:

Review Request

Australian RSS Service Coordinators check job specs, pricing approvals, procedure requirements and propose attendance options

Arrange and Plan

Assign appropriately skilled resource/s – IT, Cabling, Electrical, and check for tools and availability

Parts and ETA Plan

Provide or track parts delivery and plan ETA to suit all involved parties

Site Attendance
Attend site and convene remote support team, manage escalations, scope change approvals, updates, pre-departure checks and photographs and acceptance process
Streamlined Reports & Invoicing

Available individually or in batching with reports. Average window from job fixed to invoiced is less than a week

Support Methodology

The RSS Service Desk is based in Brisbane. It runs 24 x 7 to take and action jobs, keeping the customer updated throughout the process to job completion.

RSS provides 8×5 and 24×7 coverage as required and agreed in advance. RSS prides itself on a reputation of responsiveness.

RSS understands from decades of experience, the importance of working to customer-specific service procedures. RSS is a quality-accredited company. RSS develops a customer procedure for each body of work to ensure our Service Desk staff and technicians conduct themselves as each customer requires.

This procedure addresses the specific way the sites are to be supported and the manner in which equipment is to be serviced. The RSS Service Desk will track every service call in accordance with this procedure, using the support of automated, comprehensive operational systems.