Artifical Intelligence
Control and Automation Technology
INTRODUCTION
Nowadays, companies – especially those in the IT sector – are expected to be up-and-running 24/7. When a system goes offline, or when users encounter a problem while using the service, they expect to always be able to interact with IT support staff via the channel of their choice, and for the issue to be fixed in real time.
This is where Individual Systems comes in – Our IT Support Center will provide superior support 24/7, all 365 days in the year for companies to ensure the smooth operation of their systems, thereby winning the approval and trust of their own customers.
The main activities of the service
Our IT Support Center focuses on facilitating the communication between our client’ specialized IT staff and end users to help solve day-to-day problems. Our operations include:
Monitor and answer emails / messages to receive and respond to user inquiries.
Perform basic troubleshooting of frequent problems, according to client’s standard operating procedures
Log issues reported by users, categorize & escalate to appropriate client’s specialized support and follow up.
Address alarms raised by the monitoring tool
The process of handling requests
RECEIVE
Operator receives requests or issues from customer, logs issues as tickets on the system and assign to appropriate specialists to solve
FOLLOW-UP
Operator review current tickets, updates and follows up with specialists, or escalate as necessary to solve the issues
UPDATE
Operator updates customer after the issues have been solved by specialists, follow-up on other customer feedback if any
CLOSE
Operator closes the ticket after the issues have been solved and the customer has no further feedback.
WHY CHOOSE US?
EXPERIENCED TEAM
The operational staff are experienced, trained in technical knowledge and system supervision, proficient in multiple languages
CONSTANTLY WORKING
The team will operate and can be available 24/7, 365 days, including nights, the weekends and holidays
THREE-LAYER SECURITY
As an IT service, we are always concerned with protecting our client’s digital assets and systems. For all of our projects, we implement our 3-pronged security approach:
- Physical: Our IT Support Team only uses company computers, which are safely stored in locked cabinets after work. Our office and data servers are locked and protected by military personnel.
- Human: Our Team has been briefed with our robust security policies and signed NDAs with the company. We also sign NDAs with our clients at the start of every project, and comply with their own security policies.
- Cyber: Our computers are installed with antivirus programs and routinely scanned for malicious threats. We only uses our protected network for all of our connections.
