The IT Maintenance Process

Report

Take advantage of having a single point of contact for all maintenance requests with third-party IT maintenance from North American Systems. Help desk calls are made to a single phone number, where a dedicated account manager, which will start troubleshooting the problem. Once the issue is analyzed and the problem is identified, a ticket is opened which can be tracked online.

The ticket is escalated based on a number of factors, whether its a hardware problem, operating system problem, or firmware problem, the ticket is assigned to the appropriate personnel.

Resolve

Once the technical support team receives the ticket, it is escalated appropriately. Onsite service can be dispatched to replace faulty hardware, patches can be recommended, operating system-level service can be provided, and custom patches can be provided as necessary.

The dedicated account manager helps with the parts logistics, finding the best and most appropriate way to source and deliver the part in a timely manner. Onsite service is also coordinated, to help you schedule field maintenance based on your availability requirements & business priorities.

Analyze

With a web-based ticketing and reporting system, trouble tickets can be tracked in real-time. These management tools provide a comprehensive overview of maintenance, with reports and auditing to gain insight into your IT infrastructure and maintenance, pinpoint potential issues before they become problems, and ensure service level agreements are met.

The North American Systems Advantage

North American Systems International can help you consolidate with a plan that supports all of your hardware platforms & operating systems, and saves money. Contact us today to find out more.

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