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Systemagic were engaged to support the deployment of 250 new laptops to Magna Housing staff, which was rolled-out by our friends and partners at ComputerWorld Group.
The goal throughout this deployment was to become an extension of Magna Housing’s internal IT department, who would have been overwhelmed by support requests during the roll- out. The support that our team provided covered all issues relating to the set-up of the users’ new laptops. For example, if a user needed assistance going through the set-up process of their machine, if they were experiencing any VMware issues or had any teething problems getting comfortable with their device, our team were on hand to help. As staff members at Magna were operating remotely our technicians needed to be available remotely on demand to provide the necessary support each user required ensuring the whole process ran as smoothly as possible.
Our key focus was delivering excellent response and resolution times as well as making sure communication was clear and all staff members felt confident in using their new laptops, ultimately keeping the pressure off of Magna’s internal IT team.
We provided our client with a dedicated support number where all 250 users could call directly with their queries and speak to a technician straight away. Our Operations Manager, Fiona, checked in weekly with Magna’s IT department to ensure the process was working effectively and discuss what improvements could be made to the processes if needed. Our team also provided weekly statistics highlighting the number of tickets logged, total incoming calls and user feedback. By doing so our client could clearly see the value the team were adding throughout the deployment period.
The helpdesk team received excellent feedback from the users at Magna, so much so that the client extended our support services for a further week to make sure all loose ends were tied up and all staff members had the opportunity to ask any further questions if needed.
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