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Built on Aspen Software’s experience of
delivering a range of IT services to customers for over 20 years, Aspen
Advantage IT Support provides you with cost effective access to the skills of a
full service IT department that prides itself on a personal, flexible and
professional delivery.
This customisable package includes set up, monitoring, maintenance and
review of your IT infrastructure to ensure that it continues to successfully
support and enhance your business operations.
Services that make up this package cover:
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Onsite IT Setup & Support
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Aspen Software consultants are available to carry
out a full range of IT support activities onsite that cannot be achieved using
remote support tools (eg network setup, system commissioning and installation,
hardware upgrade etc).
Helpdesk Services
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Aspen Software provides a dedicated priority telephone number and email address for the benefit of users of the Aspen Advantage service. Any authorised member of your staff can use these to request assistance on IT related issues. Where such an issue cannot be immediately resolved then a plan of action will be agreed to reach a solution. All support requests are logged and tracked within Aspen Software's support case management system.
Remote Desktop Support
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In conjunction with the Helpdesk service,
Aspen Software also provides a secure remote desktop support service. If
necessary during a helpdesk call, specialised remote support software allows
both the caller and the Aspen Software consultant to "see" the screen (ie
desktop) of the caller's PC. The consultant can then use the mouse and keyboard
as required to resolve the issue on the PC. This facility is only used with the
full knowledge and consent of the user of any PC. Visual and audible alerts are
given to the user when the consultant "connects" remotely.
Infrastructure Monitoring
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Your Microsoft Small Business Servers and
a range of other network devices have the ability to produce regular reports
concerning the overall health of the system and elements of your network. Aspen
Software's systems monitor these to check for anomalies. Where problems are
noted we will carry out the relevant actions them, liaising with you as
appropriate.
IT Audit
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When your Aspen Advantage IT Support
contract starts we will confirm, at a technical level, the use of IT within your
organisation. This will allow us to produce a practical IT Operations Manual
detailing set up, configuration and use of all identified IT equipment and
processes within your organisation. The audit and production of this document
ensures we are familiar with the details of your IT infrastructure and allows us
to respond effectively to support requests. This document will be kept up to
date and installed on your server in web site format for secure internal access.
It will provide a "knowledge base" that will also allow other parties to rapidly
understand the IT infrastructure of your company - a valuable business asset.
IT Supplier Liaison
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We have a wealth of experience in dealing
with IT supply organisations at all levels. If required, we can liaise with your
other suppliers to assist with IT related queries. This liaison can cover both
pre and post sale situations as you see fit.
Operational & Strategic Review
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Succinct review meetings will be
held with you regularly to consider system usage and any issues that may have
arisen over the preceding period. The review meeting will also provide an
opportunity to consider future IT direction, system enhancements, replacements
or changes that may be appropriate together with associated cost implications.
This is a key management process for your IT usage.
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What Next?...
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To gain the benefits of Aspen Advantage IT
Support for your business, please contact Aspen Software.
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