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24/7/365
GLOBAL
SUPPORT SERVICES


Procurement
24/7/365 Service Desk
Assured Voice
Assured Data
Customer Assurance

GLOBAL SERVICE DESK.





Kaptec’s Global Service Desk (GSD) is the initial point-of-contact with the customer, support agencies or end user, offering support and guidance. At Kaptec we understand it is crucial that this first contact is an efficient, positive experience.


At Kaptec the Service Desk is staffed with highly capable and professional personnel that ensure a prompt response, swift resolution and end-user satisfaction. The training of Global Service Desk professionals is a high priority and we pride ourselves on delivering best in class with our GSD.


Kaptec also act as a seamless component of your support function, which understands your business implicitly. It is important for your business and its challenges that the Service Desk be cost effective, transparent and controllable, and integrated with all functions of the organization. Familiar with your business our leading experts are dedicated to your business and the speedy and effective solutions we can offer.



We understand it is crucial that our first contact with you is an efficient, positive experience.



We pride ourselves on delivering best in class with our GSD


Lets work together

WHAT'S INCLUDED IN GLOBAL SUPPORT



REMOTE SUPPORT



For incidents, the Service Desk Tier 1 engineers will provide a “single touch” resolution where possible.  If such a resolution is not possible or has not been achieved within the agreed time or specifications, then the request will be reassigned and prioritised.



SPARES MANAGEMENT AND LOGISTICS



To ensure downtime is kept to a minimum Kaptec maintains a central spares and logistics facility. This is an essential compartment of our standard support and allows us to avoid lengthy delivery times of spares that may impact heavily on the time lapse before you are up and running again. ​



PARTNER MANAGEMENT



​Kaptec have developed and managed professional relationships with many partners to enable us to deliver a complete service solution to meet the Customers requirements. Within EMEA and Worldwide locations, we capitalise on our strong Vendor relationships to provide a solution that is controlled by Kaptec but delivered through a Global Partner.



SERVICE REQUEST MANAGEMENT



Our Service Desk is available 24 hours a day, 7 days a week via telephone or through a web portal where service requests can be submitted for a fast resolution. Having a seasoned expert at the end of the phone, familiar with your business and its systems reduces turn around time when things go wrong. ​



INCIDENT MANAGEMENT



Incident Management is where Kaptec identify, analyse and correct hazards to prevent future occurrences happening again. Kaptec will manage your incident until it is resolved on a response-based SLA – Service Level Agreement



SERVICE RESTORATION



In the event of a Service Failure and to ensure a speedy resolution, if diagnosis indicates that our onsite presence is required, we will dispatch a suitably qualified technician to your premises. Our technicians will be familiar with your business and will work to ensure service is restored as a priority.


Talk to our Support Team Today

Our leading experts are dedicated to your business and the speedy and effective solutions we can offer.


Lets work together

Compare Essential Support, Standard Support & Global Support



ESSENTIAL SUPPORT





- Service Request Management

- Incident Management

- Service Restoration


Additional Support Options

- Choice of Cover

- General Management

- Service Delivery Management


Find out more

STANDARD SUPPORT





- Service Request Management

- Incident Management

- Remote Support

- Service Restoration

- Spares Management and Logistics


Additional Support Options

- Choice of Cover

- Service Request fulfilment

-Service Delivery Management


Find out more

GLOBAL SUPPORT





- Flexible by Design

- Service Request Management

- Incident Management

- Remote Support

- Service Restoration

- Spares Management and Logistics

- Partner Management


Additional Support Options

- Choice of Cover

- Service Request fulfilment

- Service Delivery Management

- Industry Best Practice

- Partner Management


Find out more

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