Service Desk

The RSS Service Desk is your single point of contact for all regional service tasks and information.

RSS understands from over 15 years of experience in regional IT service delivery, the importance of developing an understanding of your requirements, and providing consistent, high-quality and timely services through professional help desk staff and on-site resources. We look forward to discussing your business requirements.

Coverage

When you pass RSS a task with the supporting documentation and equipment, the RSS Service Desk will:

  • Review the job to ensure all required information and variables are specified,
  • Arrange the appropriately skilled and accredited resources (IT, network cabling and or electrical),
  • Discuss the task, equipment required and deadline with the attending RSS office.
  • Confirm a suitable ETA with all parties,
  • Track consignments to ensure parts delivery is on schedule, and escalate where they are not,
  • Attend site at the notified ETA,
  • Escalate any issues on-site appropriately,
  • Update you regularly with progress on-site in real time,
  • Co-ordinate technical support either internally or with remote customer IT department engineers,
  • Facilitate any conference calls so customers can speak with our technicians on-site before they leave,
  • Ensure any remote helpdesk confirms connectivity of a unit on the network before our resource leaves site, and
  • Provide full summaries and signed job sheets for each visit to site.
 
worker-img

Support Methodology

The RSS Service Desk is based in Brisbane. It runs 24 x 7 to take and action jobs, keeping the customer updated throughout the process to job completion.

RSS provides 8×5 and 24×7 coverage as required and agreed in advance. RSS prides itself on a reputation of responsiveness.

RSS understands from over a decade of experience, the importance of working to customer-specific service procedures. RSS is a quality-accredited company. RSS develops a customer procedure for each body of work to ensure our Service Desk staff and technicians conduct themselves as each customer requires.

This procedure addresses the specific way the sites are to be supported and the manner in which equipment is to be serviced. The RSS Service Desk will track every service call in accordance with this procedure, using the support of automated, comprehensive operational systems.