To succesfully remotely support a business in any field, a company requires sufficient tools to do the job. adxba has invested in advanced systems and technology to ensure our clients can be supported easily, quickly and efficiently.
The adxba Helpdesk
All adxba’s IT support clients have access to the adxba Helpdesk, dedicated IT Support technicians who can not only deal with basic 1st Line Queries (such as printer issues / file issues) but high level support queries such as Backup Configuration Issues / Network Scripting and Group Policy Issues / Exchange Mailbox Blackberry Enterprise Intergration solutions, are contactable through multiple channels. (Our online adxba Helpdesk, our adxba Helpdesk email system and our dedicated helpdesk support line.) Issues and queries are then dealt with quickly and effectively, ensuring all calls are logged to ensure that repeat issues are flagged, In order to add to our pro active maintenance, as well as to allow clients to view all past and outstanding tickets.
The Technology
The adxba Helpdesk has a technological backing to ensure that all stages of support run as efficiently as p0ssible, from the initial query, through to Remote Desktop Support and our Proactive Network Support.
Helpdesk Software (www.adxba.co.uk/helpdesk)
adxba uses its helpdesk software throughout the support process, all Jobs are logged, whether through email, through our online ticket reporting website, or by ourselves when a phone call is received. The Helpdesk Software allows adxba’s staff to keep track of multiple tickets at the same time, with a ticket either being assigned to a member of staff or the entire Helpdesk team.
This allows adxba to maintain Service Level Agreements as well as respond to tickets quickly and effectively, with adxba’s team able to work together to solve issues. The Tickets are monitored to aid The Proactive Support Process which is ran on a clients network.
Client have a unique user and password login to monitor staff’s tickets and ongoing issues at any time, showing each tickets date/time received, date/time responded, date/time resolved as well as the full conversation between thier staff and adxba’s Technicians.
adxba Helpdesk Phone System.
adxba’s Helpdesk phone system is based on both a Redundant Array of Traditional PBX (Multiple Lines) and VoIP (Multple Internet Connections and Lines) systems. This ensure that the helpdesk remains operational through phone line issues, internet and other issues. (both at adxba and at a Client)
Proactive Monitoring
adxba proactively monitors clients networks, checking system issues, performing routine maintenance (backup and redundancy checked, anti virus testing and checks, network bandwidth performance, process utilisation, mailbox utilisation)
adxba uses proactive monitoring tools on all clients networks which allows technicians to monitor all connected network devices (Servers, Workstations, Switches, Printers, etc) and their status. Including installed applications, current / past resource usage (HD / CPU etc) as well as a full alert system to allow technicians to respond and solve issues before they become apparent on the clients network.
Remote Desktop Support
adxba has invested into solutions that allow complete remote desktop support on Active and Backroom systems (Staff Workstations Vs Servers / Switches etc), this includes utilising the use of VPN Systems (Cisco, OpenVPN, Draytek etc) as well as using our Through Firewall, Remote Support Solution (Powered by Logmein Rescue).
After a long trial process of multiple remote solutions (RAadmin, Logmein, UltraVNC, Dameware, Remote Desktop, Bomgar, GoToMyPC, WebEX, TeamViewer and Developing Inhouse) adxba decided to use the Logmein Rescue Mobile Service to remotely support our Clients. Logmein Rescue Allows us to remotely support ANY Windows / Mac system and Windows Mobile/ Blackberry / Symbian Smartphone with an internet connection instantly, through any firewall with minimal interaction from the end user (adxba Technicians send a user a Link or a pin code which allows entrance to thier system.), completely securely, ensuring adxba to resolve end user’s issues quickly and effectively. This allows adxba to spend more time effectively solving end user issues instead of spending time trying to connect to end users systems.
Click here to see how Logmein Rescue Works (Logmein Site)
Click here for Demonstaration of Logmein Rescue used with Blackberry Device (YouTube)
For more information on how adxba limited could benefit your business with our Helpdesk and Proactive and Reactive Remote IT Support, please contact the Team on mail@adxba.co.uk, or call us on 0845 3887451.
