Designed around the needs of clients without an expert in-house IT support function and who prefer to focus management energies elsewhere. Opting for a full service contract, in which monthly fees are fixed, provides a client with an end to end dependability that their IT is completely supported and maintained. Every IT function is covered from 1st line user support to server management and overall IT strategy.

User and System Support
City Data Care user support is delivered by a dedicated team of service engineers, providing telephone and remote support via secure support tools. The team is augmented by a highly qualifi ed team of field engineers who visit client sites as or on demand.

Friendly - Efficient and eff ective user support is an essential element of an IT department. The helpdesk is responsible for helping end users and to manage issues through to completion. We believe friendliness is one of the core qualities of effective IT support personnel. City Data Care support encourages users to maintain one to one communications with a support agent ensuring continuity throughout.

Thorough - Our support agents are heavily trained in customer service and take ownership of issues to ensure delivery. Users do not get passed from department to department and you always know who you’re talking to. Technicians are required to keep the end user in the loop at all times with consistent progress reports and notices of completion. We constantly poll the users for satisfaction ratings and ask for honest feedback to ensure our service levels are as high as possible providing the business with a dynamic, efficient and complete support package.

Understanding - All City Data Care support staff understand the concerns a system’s users can face and it’s this understanding that enables us to position our services to be more effi cient and eff ective in dealing with an organisation’s technical and sometimes non-technical issues. Our agents are polite, friendly and communicate in plain English without patronising the user, which is why our
helpdesk is constantly applauded by our clients.

Being proactive, looking for trouble

Well maintained systems run securely, reliably and perform at their optimum. One of the key reasons for our success is our constant proactive work to ensure the whole IT infrastructure is operating at it’s best, supporting the business which relies on it.

Human checks - Each day our maintenance staff manually check each and every managed infrastructure device for errors. Workstations and printers are automatically monitored for trouble.

Escalation - On discovery of an issue, an escalation process is run where the event is evaluated against criteria for it’s impact on a user, users or the system as a whole and if necessary assigned to a 2nd line engineer for action.

Remedy - Post action, the issue is rechecked and if appropriate further work will follow to ensure the issue is completely dealt with. Further close checks are made over subsequent intervals to ensure no reoccurrence.

Automatic checks - 120 time per hour our central monitoring servers check each and every client’s core system metrics and compares these to well tuned trigger levels for first stage warning, second stage alert or third stage alarm and then to a process of escalation, inspection and remedy.

Planned maintenance - Planned maintenance is a very important part of our service. All hardware and software manufacturers regularly update their products and these must be implemented in a tested, managed process but not so it inconveniences the users or affects day
to day business. We routinely perform this work out of hours by dedicated staff, escalating and programming remedial work as necessary.

Reporting - Support, maintenance and monitoring staff log incidents and generate management reports to help with strategy, training and risk management best practice. This info is fed back to the client to insure transparancy and best practice management.

Strategy

Technology alone will not provide any benefit to a business or organisation, it is only a means to an end.  A  strategy that connects the needs of a business to complex but enabling technologies delivers a solution that allows a business to operate with best practice,  efficiency and performance but still manage risk, compliance and HR requirements.

Typical drivers in our technical strategic plans include commercial objectives, operational structure, sector or industry considerations and the individual needs and wants of the client.
Some clients retain us to look after their entire IT requirements via our full service, all inclusive model.   For these clients, we commonly strategise on on an ongoing basis.
Complementary service clients retain us to augment in-house IT  and strategy is often a service delivered from our portfolio of options.
As a full service provider with a wide range of industry partners, we not only advise on the best options for our clients, but can also implement and manage the solutions we recommend.