Our organisation, including our Service Desk processes and supporting tools, is based on ITIL best practices which are driven internally by our in-house ITIL Practitioner.

As well as the handling process, we understand that communication is key and that is why we have encompassed within our processes some strict SLA’s, which are based on a recurrent and regular response time – thus providing our customers with second to none updates.


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Our Service Desk is supported by qualified and accredited engineers who have a range of skill sets enabling provide the best technical expertise. Our in-house engineer’s accreditations range from Cisco CCNA to Cisco CCIE and Certified Ethical Hackers.

Full details of our Fault handling process including SLA’s can be found within our Customer Service Plan