Service Desk and User Support.
Poorly defined user support creates noise for internal IT teams and frustration for users. Effective support needs clear ownership, agreed escalation paths and access to engineers who understand the environment.
Support built around clear ownership.
Panoptics applies an established support model, with scope, responsibilities and escalation paths agreed around the customer’s users, applications, suppliers and internal IT capability. The service can operate as part of a fully managed IT service or alongside an internal team.
User and application support.
Practical support for users, devices, Microsoft 365 and agreed applications.
Users and devices
Microsoft 365 user support
Accounts, access and permissions
Applications and supplier coordination
Working with your existing suppliers.
Where a specialist application is supported by another supplier, Panoptics can coordinate the request, maintain ownership of progress and work with the relevant vendor through to resolution. We can also provide direct support for selected customer applications where this forms part of the agreed service.
The precise scope is designed around the organisation, its technology environment and the responsibilities retained by its internal team.
Onsite support where it adds value.
Remote support is often the fastest and most effective way to resolve an issue, but there are situations where an onsite presence provides clear value.
We work closely with our clients to ensure the right blend of remote and onsite support, particularly through periods of change, supporting knowledge transfer, and stabilising services and changes into normal day to day operation. Onsite support can include:
Regular scheduled visits
Onboarding & major projects
Handover into ongoing service
Dedicated onsite resource
Out of hours and major incident support.
The standard service desk operates during agreed service hours. For major incidents and business critical services, Panoptics can provide defined out of hours response arrangements.
Where a security related incident affects the supported environment, Panoptics can coordinate through the agreed escalation model with the customer, relevant technology suppliers and any specialist security provider involved.
Prioritised by impact, not just closed.
Incidents and requests are managed and escalated according to their business impact. Our engineers objective is always resolution, not simply processing tickets.
A service built to improve over time.
We review recurring issues, service trends and preventable requests, with clear reporting and direct access to the people responsible for the service.
"Panoptics have been a breath of fresh air. Open, honest and flexible in their approach, they proactively made recommendations from the outset and worked very well alongside the ROH team. We were impressed by the quality of onsite services they delivered and professionalism which ensured we had clear visibility of success at any time."
Discuss your user support requirements.
Tell us about your users, technology environment and current support model. We can design a service around your operational priorities and the capability already available within your organisation.