Upgrading the IT Support Capability

The problem

Having worked with Gowrings Mobility for nearly six months to upgrade their IT infrastructure, back-up capability and telephone system, it was now time to insert the final piece of the jigsaw: IT support. The objective was to remove the need for employing a full-time in-house IT expert, while ensuring ongoing problem-free operation of their IT system.

The new IT infrastructure meant that little or no daily maintenance was required. But, obviously technical and human error problems can still occur, even with a state-of-the-art system. Our task was to set-up for Gowrings Mobility a reliable defence against all potential problems.

Our solution

We recommended a suite of products designed to cover virtually all foreseeable eventualities, based around our highly successful SmartSourcing monitoring product and supported by a tailor-made package of prepaid technical time and scheduled on-site visits.

Implementation

With SmartSourcing a software-based agent is loaded onto each device to be monitored. The agent automatically reports back to the Micropoint Network Operations Centre if specified thresholds are reached. Any report of this type alerts a member of our round-the-clock technical team who immediately takes appropriate remedial action. This is normally carried out remotely, and often results in the problem being fixed before the client becomes aware of it. If necessary a rapid-response site visit can be made to resolve the problem.

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