How We Work?
The most important part of our business is to optimise your supply chain through a combination of one stop solutions and tailored services. We are experts in exploiting technology to achieve the most effective solutions for our customers.
Our solutions are backed by:
NETWORK OPERATION CENTER
Network Operations Centers provide 24×7 proactive monitoring and management of our client’s network infrastructure including routers, switches, wireless equipment, servers, IP telephony, video conferencing facilities and security devices. The prime purpose of NOCs is to identify and resolve problems that lead to critical outages before such outages occur — and whenever possible, even before users become aware that a problem has occurred.
The NOC also integrated with our Ticketing System which create and assign ticket to Service Desk Team automatically – giving our Tier 1 Technicians immediate access to all tools necessary to troubleshoot any problems, as well as able to escalate to our Tier 2, Tier 3 or Engineers if needed.
SERVICE DESK TEAM
Our live, human-operated, call center operating 9/5 by Tier 1 Technicians which helps our clients by fulfilling customer technical requirements remotely.
We believe that for our clients the key to success is:
- Call Center Service dedicated to supporting our customers
- Customer Care = Customer Retention
- Customer Retention = Increased Revenue and Long-Term Success!
TECHNICAL SUPPORT TEAM
Sometimes you needs more support than our call center can provide. That’s why we offer on-site service by Tier 2 Technicians. Our technicians are available to come to you when any issues arise with your hardware or software.
If you have signed up to the iONLINE Managed Services, we dedicate Account Manager (Tier 3 Technician) which is responsible for maintaining the relationship with the Clients. In this role, the Account Manager serve as the primary contact for the client, which emphasises the need for both excellent technical skills and a thorough knowledge of the customer infrastructure.
ENGINEERING SUPPORT TEAM
The Engineering Team is committed to providing you timely, effective and consistent technical support and a positive customer experience. Our team is comprised of highly qualified engineers and systems administrators with at least five years of experience in IT services, each fully certified experts.
We deliver top-notch technical support, information and problem-solving advice to clients. The Team are experienced in system, network, security, voice, hosting, communications and are passionate about delivering the high level of support you need. We believe that honest and professional communication is the best practice to meet and exceed your expectations.