Onsite and Remote Desktop Support

Tech Planet provides flexible and bespoke desktop support solutions for your business or your clients’ businesses including on-site or remote support. Our team is both technically savvy and customer centric. Our approach to providing desktop support is to deliver the best solutions to end users while providing a positive customer experience.

Our team of experienced level 1 and 2 desktop support engineers can provide the following services:

• Maintain computer peripheral devices e.g. printers and resolve associated problems.
• Handle daily technical support activities on desktop support, data network and server management.
• Setup desktop computers and peripherals and test network connections.
• Install and test desktop software applications and internet browsers.
• Test computers to ensure proper functioning of computer systems.
• Train end users on usage of computer hardware and software.
• Install software for various applications and programs.
• Interact with staff on desktop problems and their resolution.
• Develop and manage effective professional working relationships with colleagues and end-users.
• Network and connect computers within organization to improve communication.
• Order or buy computer systems and liaise with purchase and supplies department.
• Oversee and update assigned support service requests.

Problem Management

The primary objective of Problem Management is to prevent problems and resulting incidents from happening and identifying and eliminating recurring incidents. ITIL v3 defines a problem as the cause of one or more incidents.

Some businesses find themselves fire-fighting due to a lack of resources dedicated to Problem Management. These businesses may not be aware that there are recurring incidents that are being managed by the Service Desk which in many cases are simple to prevent or resolve. This is due to poor problem detection.

Tech Planet performs Root Cause Analysis (RCA) to identify, track and resolve recurring incidents, with the ultimate aim to have no incidents. Problem Management is both proactive and reactive, with Tech Planet’s focus being on resolving problems proactively (after clearing the reactive problems). We do this through problem detection, problem logging, investigation and diagnosis, resolution (workarounds or permanent) and closure.

Resolving IT problems is one of the most effective ways to creating a positive customer experience for end-users.

Asset Management

IT Asset Management or IT Inventory Management involves gathering detailed hardware and software asset information by tracking the quantity, type and age of IT assets to enable informed decisions to be made about future hardware and software purchases or leasing arrangements (as discussed below in Capacity Management). IT Asset Management helps businesses and organisations avoid unnecessary asset purchases/leases and promote the use of existing assets, ultimately saving time and money.

Capacity Management

The goal of Capacity Management is to ensure that IT resources are right-sized to meet current and future business requirements in a cost-effective manner. It also ensures that infrastructure assets including Cloud environments are being effectively used by optimising performance and efficiency and to plan and substantiate future investment.

Tech Planet provides the following Capacity Management services:

• Monitor the performance and load on a server or server farm.
• Performance analysis of measurement data, including analysis of the impact of new releases on capacity
• Performance tuning of activities to ensure the most efficient use of existing infrastructure
• Understanding the demands on the service and future plans for workload growth (or shrinkage)
• Capacity planning of storage, computer hardware, software and connection infrastructure resources required over some future period of time.

We make recommendations on how IT assets can be better managed so that assets are being used effectively to identify cost savings for your business.

Capacity Management goes hand in hand with effective Asset Management described above.

Licence Management

Licence Management is a process to control and document where and how the company’s software products are being used to ensure compliance with end-user licence agreements when procuring software.