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SASIT provides 24/7 IT operations support, managing operational issues to reduce incidents and downtime.

With the need to reduce the IT operational costs an important focus is on operations support.

Many IT departments are passing help desk and end user support to outsourcing agencies. This saves them having to recruit, train and manage support staff across a wide range of skills.

SASIT's support team manages customer operations 24 x 7 from our data centre in Greenlane, Auckland. The team works closely with our customers’ IT staff in areas such as systems, applications and end-user support.

The operations support team delivers a set of specialised services to:

  • Handle all user queries to resolve requests immediately (at an 85% live resolves rate)
  • Reduce occurrence of issues with preventative maintenance
  • Minimise impact of issues when they do happen
  • Carry out backup and security management, schedule job entires and perform save/restores
  • Assist customers to improve their performance & capacity management processes
  • Manage vendor maintenance agreements
  • Maintain a knowledge database of processes and practise
  • Report each month on operational and performance activities, plus incident and problem management

Our operations support framework consists of standardised ITIL-based processes, procedures and work instructions. Our key management tool is JobTrak, a leading service desk application.

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Service Desk: servicedesk@sasit.co.nz NZ: +64 9 580 8790 Australia: 1800 763 490