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Maintenance Support Services

Today’s enterprise IT infrastructures are geographically distributed and comprise numerous telecom, hardware and software solutions and consequently require professional maintenance and technical support in compliance with SLA standards in order to ensure high end-user productivity.

NGN’s Service Center provides comprehensive IT infrastructure planning, implementation, management, maintenance and technical support services for a wide range of software, hardware, and telecom solutions. NGN has an experienced team of certified technical specialists and offers flexible service plans in order to satisfy the high SLA requirements of customers.

Effective Technical Support Benefits
Single Point of Contact
Effective Technical Support Benefits

Single Point of Contact

By using a single point of contact for all contact center operation issues, a company can streamline interaction with internal and external customers, accelerate resolution of problems of any complexity, and avoid a request ping-pong.

Regulation of all support services

Regulation of all support services

NGN creates technical support services in line with recommendations set forth in IT Infrastructure Library (ITIL). Companies that use such services can optimize their end-to-end user request handling process, from request registration to service delivery and IT staff performance monitoring.

Interaction between IT specialists

Interaction between IT specialists

Automated technical support allows for direct user request routing to appropriate specialists. Each employee is assigned specific and clear roles according to their competences, thus resulting in simple communication between a helpdesk and customers and eliminating request bouncing.

Up to date personel workload information

Up to date personel workload information

Technical support monitoring tools promptly provide managers with current and reliable information on IT staff work results, KPI achievement, and workload. Such information can be used to create an effective and transparent staff incentive system.

Reduce Total Cost of Ownership (TCO) of IT infrastructure

Receive maximum return on IT investments

Ensure failure-free operation of all IT systems and operations

Minimize system downtime caused by technical faults

Promptly eliminate critical failures

Reduce risk of failures

Increase system performance and organizational productivity

Improve user satisfaction

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