Supporting Desktop Users with Ease

Desktops are the tools of trade for countless businesses and organisations. They provide the power, storage and user experience workers need to fulfil their roles. The problem? Day-to-day support for these workstations is a considerable operational burden for in-house IT teams.

In this post, we’ll discuss how Aura’s Desktop Support Services can take that burden away and improve desktop support in the process.

Desktop Support Services: The basics

Part of our Global Managed Services offering, Desktop Support allows your IT team to focus on long-term strategy rather than ad-hoc support. Put simply, our service team of certified industry specialists will be on hand to help your staff around the clock, 365 days a year. Your energy can be put elsewhere.

To start with, all calls are answered in under 20 seconds. Dedicated engineers will carry out a super-fast review of every ticket, with a 10-minute response time. We’ll then match the right expert to the job, which is backed by an impressive first contact resolution rate of 82%.

Most importantly, we offer a guaranteed fix as standard, so you’ll always get support and solutions that enable users to focus on their day jobs.

What kind of support services are on offer?

Any IT team will tell you that desktop support is far from one dimensional. That’s why our Desktop Support Services comprise three main branches…

Workstation support

Software or hardware. Printer issues or OS patching. Support for third-party applications or technical diagnostics. You name it, our workstation support covers it, with a combined 50+ years of experience on your side. We’ll even take care of software and BIOS updates and check your backup schedules on a regular basis.

Incident management

Our service desk operates 24 hours a day, 7 days a week, 365 days a year to resolve incidents and restore your services as quickly as possible. Active investigations are automatically triggered when incidents are detected, with rigorous root cause analysis and a mitigation plan going forward.

Problem management

It’s not just about the incidents you notice. We proactively track and analyse your network to detect and fix problems before they become an issue for end users. You’ll benefit from reduced user downtime and minimal operational impact for your organisation.

Powered by Power Hub

Power Hub is the icing on the cake of our Desktop Support Services. The refreshingly simple customer portal has been designed to streamline the management process on your end, giving business decision makers and technical managers full visibility and control.

On top of that, Power Hub acts as a lynchpin for end users, allowing them to access applications, information, services and training through an intuitive interface. It’s packed full of useful features that improve productivity and simplify the support process:

  • Custom intranet with a shared menu, calendar, directory and knowledge base.
  • Service portal to coordinate support for your staff.
  • Learning centre with training and real-time reporting on user adoption.
  • Automated workflows to streamline the process for starters, leavers and movers.
  • Microsoft 365 and other cloud-based applications fully integrated.
  • Compliance and governance insights on data storage, protection and access.
  • Real-time security visibility to see how data and users are protected.

Talk to a desktop support specialist

Want to benefit from lightning-fast support with a guaranteed fix and no burden on your in-house team? The team at Aura is ready and waiting to help. Get in touch with us today to arrange a chat about your desktop support requirements.

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