Genisys delivers value-added services designed to optimise the availability of IT services, blending dedicated on-site, mobile and remote systems and software support capabilities to provide the optimum combination of service to match any client's requirements.

Fault incident resolution services are delivered through a service team complemented by remote diagnostic facilities to deliver high levels of first touch resolution and system recovery.

Our support and maintenance service is predicated upon achieving a fix within a starget times shown above. Where IT services are critical to a client's business this is a much more valuable commitment than the more common guarantee of a response only.

All service requests raised by clients will be directed to the Genisys Service Desk. The Service Desk is in operation 24-hours a day 365-days a year, and incidents can be logged by phone, Internet, E-mail or directly from a client's help desk system where the relevant interfaces exist.

Incidents are then technically vetted, before being passed to the appropriate support and engineering staff as required to meet the guaranteed fix level within the contracted service commitment. Call centre agents manage each call throughout, updating the client or service desk as necessary with progress on the call, using the Genisys incident management system. If required, and subject to the creation of appropriate links, clients can be given access to their call history and current activity in order to monitor service delivery.