Managed Services

Our complete Service Desk support | Support fit for a king...

Regal IT offers a full ICT Help Desk 2^nd Level Support. It is Regal IT's commitment to a mutual growth is fulfilled with your organizations IT support's best interests at heart. This allegiance with Regal IT can secure the longevity and reliability of your organisation's IT, ensuring your vital operations run seamlessly and efficiently.

• Service Desk

  Managed Services – Service Offering

The Managed Services (MS) group is a centralised service, operating to support the range of clients we service.  It is the single point of contact for ownership and management of all incidents, requests for service and queries.

When a call needs to be escalated to specialist resources or external third parties, MS continues to manage the call through to completion.

The MS group follows standard ITIL practices and procedures to allow for functional and clear methods of service.

The MS group employs a feature rich and modular management package which is capable of call logging, infrastructure monitoring, and workflow management.  Clients are able to tailor which modules are used to best suit their business needs.

Some of the services available to clients include:

• The creation and management of requests from multiple sites, automatic dispatch of requests using business rules, prioritisation of requests with defined resolution times through Service Level Targets.  Continual improvements to the quality of support offered through user satisfaction surveys.
• Working closely with clients, business rules are defined to closely manage and direct workflow through the entire life cycle of requests. 
•  Clients are able to login to the Service Desk allowing them to submit their trouble ticket, search the available knowledge base for solutions and check their request status. 
•  A knowledge base system is available to clients, which helps in troubleshooting for faster request resolution. It helps the clients search the answers for their incidents or queries from the self-service portal before raising a request and thus reduces the inflow of incoming requests. 
• Defined Service Level Targets and set escalation levels are maintained to meet proper SLA compliance.  This assists in giving the solution to a request within the defined resolution time and improving the customer satisfaction.  
•  Statistical reports based on call flow are routinely generated to provide a consolidated view on what is happening within the client’s organisation.  Completely customisable reports can be created as required.