We provide customised managed services, total outsource, maintenance and support solutions in the desktop, LAN and WAN infrastructure. We also provide a virtualised environment in the cloud to government, corporate and Service Providers. All service and support functions are centralised in Gauteng, including administrative and helpdesk functions. We offer customised SLA’s to meet specific customer requirements 24/7/365.
Customer fault incidents are reported via linked Call Management Systems, telephonically or via a toll share number or email. Regional administrators based at the branch offices are responsible for managing reported incidents to conclusion. Faults reported by customers are serviced from the closest branch office or service centre/point of presence. The existing national footprint affords XON the opportunity to offer potential customers improved service levels matched to keen pricing.
The introduction of desktop, network and application management solutions and the standardisation of IT assets and processes streamlines the efficiency and responsiveness of organisations; it also provides the basis for greater IT alignment with business objectives and optimisation of resources.
Successful service delivery to customers is underpinned by the accuracy, reliability and flexibility of a service provider’s incident management and service delivery information system. With the extensive experience gained by the core management team in service delivery over the past years, systems and workflow methodologies were developed to maximise uptime and provide customers with status updates. The incident management tool deployed provides the core service team with:
- Real-time status on outstanding incidents
- Problem management
- IT asset control
- External remedial services
- Sub-contractor performance
- Financial billing and
- Projects & IMAC’s (installations, moves, add-on’s and changes)
This system enables the extraction of service history on products, problems within the client base and bottlenecks, which allows the service team to deploy business improvement models internally to improve efficiencies as well as externally in the customer environment for cost containment purposes.
We place consultants both short term and permanently, depending on customer requirements. Consultant skills range across the ICT spectrum from entry-level desktop engineers to high-profile IT executives.