Leeds IT services provider launches new 24/7 help desk facility

Firstnet Solutions, the IT services company, has launched a 24/7 Help Desk support service with over 300 certified network consultants employed at its new facility in Leeds.

The team of in-house professionals is based at Firstnet’s Tier 3 data centre.

The service will provide round-the-clock support with first, second and third line engineers available through the night.

The company has said that clients are guaranteed to speak to a live technical consultant within 60 seconds of calling.

David Cusworth, managing director of Firstnet Solutions, said: “With threats from cybercrime spreading on a global scale, it has never been more important for organisations to have immediate access to expert technical support which is capable of providing a helpful response in a timely fashion - any time of day and any day of the year.

“Many of our competitors provide their technical support function via outsourced call centres, often located overseas, and Firstnet’s in-house Help Desk service has been designed to offer a more reliable, responsive and efficient alternative.

“Our live consultants are available 365 days a year with multi-technology remote support to keep everything running smoothly and securely. Each client is allocated a Team Leader and Project Manager, supported by certified field engineers to make site visits when a remote resolution is not possible.

“Tiered service levels and custom response requirements are available. We also provide a wide range of web-based incident reporting and status tools for end users.”

The launch of Firstnet’s Help Desk service follows a recent multi-million-pound investment in a purpose-built Tier 3 data centre and workplace recovery suite comprising over 100 desks of office space in the event of emergencies such as floods or fires.

The company’s portfolio includes cloud platforms, disaster recovery support, connectivity, networks, security, fully managed IT services and co-location of IT infrastructure with managed service wraps.

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