Tailored to suit all organisations

When creating IT Support & Monitoring we identified four essential interlinking business IT support elements which can be delivered in any configuration you require

Excellent Service

IT support services cases resolved

98.73%
of response SLA met

IT support services first time fix

59.37%
of cases fixed first time

IT support services call waiting time

7 secs
average call waiting time

IT support services sla target

>5000
cases resolved

IT support services client feedback

97.6%
"excellent" feedback scores

6 Monthly Support Ticket Statistics

support team, remote work

resolve

RESOLVE services provide your business with a reactive support function that provides centralised IT Service desk practice, deep technical support, third party management and onsite technical assistance as and when your business needs it.

The goal of RESOLVE is to be your trusted and dependable provider of IT service desk and support services 24x7x365*. Working alongside your existing third party suppliers, PAV is able to provide a centralised IT service support function that ensures your business has the technical support it needs and when it needs it.

RESOLVE may be delivered as your sole IT service desk and support function or as a complement to your existing technical teams. Working closely with your third party suppliers, RESOLVE ensures IT incidents, problems, service and change requests are always recorded, investigated and resolved in the most efficient and effective manner possible 24x7x365*.

Monitor

MONITOR provides greater insight, business alignment and control over events that occur within your business IT systems infrastructure. Our MONITOR offering is driven to provide proactive service support in the day-to-day operation of your IT services. By monitoring and analysing your business IT system around the clock we can deliver valuable insight, predicting your particular risk landscape and allowing us to proactively protect your business and minimise down time.

The goal of MONITOR is to deliver your business with proactive monitoring and alerting services to capture events, which could lead to service outages. Combined with reporting and trending analysis we are able to identify and predict likely service affecting events before they occur.

support infographic
Support team

operate

OPERATE provides continuity of technical skill for both planned and unplanned events. Acting as an extension of your IT team, and providing additional help when you need it, we carry out essential routine tasks and provide onsite and remote continuity of your business IT functions including proactive patch version management and adds, moves and changes so you can focus on time to improve.
The smooth running of the IT service operation is critical to the function of your business, and PAV have designed these services to provide experienced technical resource support and assistance based on your business requirements. OPERATE services extend from on-demand technical assistance (as and when needed), through to full empowerment of systems administration. To complement this, the OPERATE service can also provide proactive patch and update management.

Acting as an extension of your IT function, the goal of OPERATE is to provide a flexible technical resourcing model that enables your business to cater for planned and unplanned IT demand.

The smooth running of the IT service operation is critical to the function of your business, and PAV have designed these services to provide experienced technical resource support and assistance based on your business requirements. OPERATE services extend from on-demand technical assistance (as and when needed), through to full empowerment of systems administration. To complement this, the OPERATE service can also provide proactive patch and update management.

Improve

We work closely with you to help you identify areas of improvement within your business IT function creating strategies focused on your core business requirements. Through our tailored approach we will position solutions and technologies to drive business efficiency and productivity.

IMPROVE ensures your business is able to proactively assess both current and future IT opportunities in order to enhance and improve the services being delivered to your business.

IMPROVE provides access to skilled technical personnel to assess the actual level of service provision success, the processes being used and the results being achieved. IMPROVE offerings provide the following features:
• Proactive health checks for your systems and services.
• Strategy reviews and pre-budget planning.
• Pre audit planning and post audit responses.
• Assess results being achieved from current service provision.

Support team

Get In Touch

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