Service Desk Management
The NST Service Desk is the gateway to all of your IT support needs. It provides resources to respond to all IT related issues and requests. The team members responding to your needs are all highly qualified IT professionals well-equipped to deal with challenges. In fact, over 80% of all inbound calls are resolved by the person answering the phone! Access to your IT resources is mostly handled remotely, but when necessary we will attend onsite. The NST Service Desk will appear to your organisation as an internal team, with intimate knowledge of your IT infrastructure. The Service Desk is available 24x7 and all processes and procedures are ITIL driven (ITIL is the international standard for best practice in IT Service Delivery). The Service Desk is your IT department.
Specialist Support
Supporting the Service Desk is a team of even more specialised personnel. Where and when required these team members are engaged to analyse, troubleshoot and rectify complex problems. They also manage automated alerts and respond accordingly..
Administration
NST will administer your IT environment, including reporting, analysis, licensing issues and compliance.
Web/Mail Management
Managing email is a daily task for the Service Desk, and this includes the monitoring, releasing, and managing emails whenever necessary.
Server Management
Servers are the heart of your IT infrastructure and therefore need special attention. Monitoring technology is used to complement the fact that all Windows events and performance indicators are routinely examined and anomalies investigated.
Citrix Management
General performance monitoring, adding and removing users/applications, and changing permissions are all part of the daily activities performed by the NST Service Desk
Standard Operating Environment (SOE) Management
Managing the state of your PCs has never been easier. NST will lock down desktops, image them in a standard manner and manage licensing. We will also build new SOE environments and manage them (software versions, virus updates etc).
Patch Management
The Service Desk will provide regular scheduled patch management for both Server and Microsoft desktop applications and operating systems. Patches are gathered, tested and deployed in a managed process.
Firewall/Security Management
NST will take care of this by regularly viewing the firewall logs to determine what usage is happening, and if there are any attacks. The software versions, updates and firmware for the firewalls is maintained, and we can even arrange penetration tests if needed. All anti-virus software is checked daily and updates are scheduled regularly.
LAN/WAN Management
All switches and routers can be managed, capacity planned and monitored. The Service Desk will even communicate with carriers on your behalf.
VoIP Management
We will configure and manage your VoIP system, and add/delete/change staff whenever authorised.
Back-ups and System Recovery
This critical activity forms a big part of the Service Desk’s daily responsibility. Status checks, scheduling, and problem resolution are all undertaken. Restoration of lost files and quarterly test back-up restores are all offered.
Blackberry/PDA Support
The Service Desk will administer, support, and affect adds/moves/changes for Apple, Blackberry and Android devices
Procurement
As with any internal IT department there is often a need to procure IT components. NST offer a simplified approval, ordering and invoicing process to support this need.
Proactive Infrastructure Monitoring and Reporting
The NST Service Desk offers this service for most elements of IT infrastructure. We offer a professional management solution with integrated fault and performance monitoring capabilities which monitors small and large multi-vendor networks and provides real-time notifications on outages. Service Desk personnel can instantly drill down into performance reports. This offering includes 24/7 alerting when metrics fall outside agreed thresholds (out of hours, response available at additional charge) and online access for you to monitor systems via a web interface for performance visibility.