Second & Third Line Engineering
KNOWLEDGEABLE, RELIABLE & AGILE ENGINEERING
On hand solutions
Bates IT specialises in providing the highest calibre second and third line support engineers for our client base. Multi skilled across a plethora of vendors and technologies, Bates IT engineers can be deployed to any business sector and perform key tasks to ensure IT functions remain consistent and reliable at all times.
Service Description
Second Line Services Include:
Troubleshoot EUD (End User Device) hardware, software and configuration issues;
Provide Break-Fix Assistance to EUD (End User Devices);
Provide End Point Networking Support (Patching, Device Configuration or Setup);
Facilitate Moves and Changes;
Perform (EDU) Installs and Refreshes;
Provide delegated Request Fulfilment tasks;
Deliver and Install Service Catalogue Requests;
Update all ITMS and Configuration Data sets;
Ensure all works are carried out within the agreed SLA, Owning Incidents to Resolution;
Ensuring that a high level of customer service and support is provided;
Escalating problems where necessary to SDM or third party suppliers;