Help Desk
The Newpath IT Support Centre provides technical support and assistance for software products and hardware such as workstations, servers, hubs/switches, firewalls and routers, and custom built systems. We provide support over the phone via our Support Centre, via remote control and, where required, onsite visits by qualified Newpath IT Technical Consultants.
You can be confident that no matter what the problem is, the Newpath IT Support Centre will coordinate all facets of your issue until it is resolved to your satisfaction.
Newpath IT’s three-pronged approach to IT Support Services encompasses the following:
Monitoring: for performance and future technology planning.
Maintenance: of infrastructure through best practice service delivery
Management : of technology services through Service Level Agreements (SLAs)
Specifically, our support services include:
- User support and helpdesk
- Support of "shrink wrapped products"
- Support of Standard Operating Environments (SOE)
- Emergency support for infrastructure and applications
- Scheduled and routine system maintenance and support
- Configuration of Anti-Virus software
- Peripheral and device installation and configuration
- Hardware and software procurement
- System resource management and performance tuning
- Data integrity management and Security control
- Internet access configuration
- Proactive maintenance
- Checking and logging server/router performance
- Preventative hardware and software maintenance
- Scheduled maintenance on all systems
- Application of updates, patches and fixes
- Advice on new technologies
- General support tasks and assistance
Our support services are offered in five tiers comprising some or all of the following services, so there will be a package to suit your requirements:
- Monthly access to the helpdesk for a fixed cost per month
- On site support
- Proactive maintenance
- Strategy and planning workshops
All Newpath IT services are supported by comprehensive Service Level Agreements (SLAs) to ensure the delivery of the agreed predetermined expectations of service and performance.
By implementing Newpath IT technology Support Services and leveraging our nation wide delivery capabilities, our clients achieve benefits such as:
- Significant reduction in current cost of maintaining and supporting IT infrastructure
- Availability of internal technical talent to focus on more strategic initiatives for the company
- Maintenance or improvement of current IT service levels
- Focus on core business and functions
- Greater coverage and local support
- A guarantee of price, quality, productivity and service, tied to mutually agreed-upon performance levels (long-term and mutually beneficial relationship)
- Access to new technologies that enhance business performance
- Newpath IT partnerships with leading technology vendors
Our commitment to support allows you to engage with qualified staff for a professional and timely response for fault resolution.
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