Technologies

Service Desk

Central to IT Force’s support is the Service Desk . This in-house custom built web-based system manages all service and support requests, giving customers real-time visibility of their service requests including the details, status, owner, estimated completion time and performance against the SLA.  Our Service Desk acts as a central information system for all IT issues and provides customers with a complete solution for IT service management, including

  • Call logging and management
  • Call tracking
  • Incident history
  • User problem notification
  • Real-time system status
  • Service Level Agreement (SLA) based performance management
  • Reporting
  • SMS and email alerting

 

Remote Monitoring and Management

IT Force uses a variety of leading remote management tools enabling our team of consultants to manage your entire IT infrastructure from our own offices.  The management tools invoke a secure connection to our central console enabling 24 x 7 monitoring and notification of any potential issues before they can affect your IT systems and the operation of your business.   The remote management tools also enable routine administration tasks that reduce management complexity and improve system availability.  These tasks include:

  • Patch management
  • Hardware and software Inventory
  • Server and infrastructure monitoring
  • Server administration
  • Security updates
  • Software deployment
  • Desktop Management




Client Run Book

Before we engage, we conduct an IT audit of your company and document everything about your IT setup.   This information, including any peculiarities or specials requests for your site, is captured in your Client Run Book and puts client information at the fingertips of every engineer.   Each Client Run Book captures:

  • Site locations and details
  • Complete IT inventory
  • Network configuration
  • IT system security
  • Software licensing
  • Client specific knowledge base
  • Powers users and contact information
  • Third party contracts and contacts


It is the past, present and future investment in these ICT systems that enables IT Force to prevent or immediately resolve the majority of our clients IT issues immediately.  Check out our performance metrics from last month.