02 9384 8080       1300 130 837

02 9666 5460   assist@asi.com.au

• Standard hours are 8.30 to 5.30 pm Monday - Friday,  excluding public holidays.
• 24 hrs x 7 days per week Service Desk for all of Australia and New Zealand under contract options.
• The ASI Self service portal offers customers the ability to log their own incidents via the web, email and/or B2B. The web user interface allows our customer to view job history, add actions and view knowledge base articles.
• The Service Desk will respond to, resolve, track and escalate all reported hardware and software incidents, problems and service requests. The Service Desk will be the initial point of contact for all support calls and enquiries.

ASI also provides the following Service Desk services:

• Priority 1300 number to the customer
• Personalised greeting based on called number ID, for E.G. “Welcome to the "customer name" Service Desk, how can I... ” (Only available for Virtual IT Package)
• Dedicated front line Level One, Two and Three support.
• Identify temporary work around to ensure faster call escalation and completion so you can get back to business faster
• Track all incidents with a unique identifier
• All incidents are classified and monitored to specified service levels
• Provide regular updates to end users
• Flexible coverage. This accommodates your end user work hours
• Management control and reporting. All calls are logged into a database so that flexible reporting options can be provided to enable clients to measure trends and response times
• E-Media communication. Clients are able to communicate with our Service Desk by telephone, fax or email or through the portal
• Service degradation messages
• Remote Monitoring and Remote Support