Integrated IT support
When your in-house IT team needs additional resources or expertise in a particular field, ISL can work alongside your existing in-house team, providing fully integrated IT support services on an all-inclusive monthly basis.
Your multi-tiered support team from ISL will provide you with the most appropriate IT services and solutions, either as a standalone service or as an overflow for your existing team. You will have regular service review and planning meetings, based on detailed live data and reports. Whenever necessary, your dedicated team can be involved at a case level to manage any issues and mitigate risk.
Your IT Manager will take responsibility for the strategic aspects of ISL's services. He or she will manage resources, enquiries and billing to ensure we successfully deliver services in accordance with your SLA.
ISL's skilled and experienced IT engineers are highly praised by our customers. They are supported by specialist technical experts who are available to help resolve more complex issues.
ISL's remote systems allow us to access, monitor, manage, upgrade and fix networks remotely. Should an issue be identified, an alert is automatically sent to the helpdesk team for resolution. This provides complete system visibility, and ensures the smooth running of your system through our remote application of updates and patches.
Our powerful case management system provides complete visibility in managing our workflow. It helps to ensure ISL's high service levels comply with your SLA, and that we deliver a seamless IT service to you that represents best value.
Live reporting enables us to continually monitor performance levels across our range of services. Regular analysis of detailed monthly reports identifies any recurring issues, to enable a more strategic approach to be taken.
Holidays, absence from work and sick leave can cause projects to be derailed. ISL can provide interim cover for your IT operations to ensure your work continues as planned. We can also provide engineers and technical experts on a long or short-term basis.
We have a vast amount of IT knowledge and expertise available to you on a flexible, as needed, basis. We would be happy to consult with you, as an integral part of your IT support services, on any of the following projects:
- Back up and disaster recovery
- Cloud and hosting
- System migration
- Email management solutions
- Managed security services
- Consolidation of business applications
- Business application support
- Mobile device management
For ISL's engineers to become successfully embedded in your IT department and make a valuable contribution to your workflow, we require a detailed understanding of your IT systems and business objectives. To achieve this we will conduct a comprehensive audit of your IT systems and infrastructure and engage in personal consultations with your stakeholders and users. Your processes, procedures, and third party supplier agreements will be audited as well. Next we will work with you to created a strategic IT plan that governs the way our teams will collaborate.
Working closely with customers gives us a vested interest in their success. We work with you to help you align and achieve your IT objectives to support your business. We can advise on procurement, design and project management, and can provide management support in the form of coaching or training.
Sample of Weekly Executive Support Report
This is a sample of a weekly report that ISL send out to all their clients to show how well they are performing in supporting their client IT infrastructure. Using our proactive monitoring our central NOC (Network Operations Centre) are alerts pre-failure and our sophisticated support tools can auto repair and fix issues before users are impacted. Our tools run round the clock 24/7 ensuring systems stay up and running.