A few things we’re great at
Technology headaches got you down? Let our IT support lift that weight off your shoulders so you can get back to business. Our experts? They’ve conquered a massive range of systems to tackle any tech challenge tossed their way. From
simple login fix-ups to complex network meltdowns, they’ve seen it all and solved it all. Big problems, small problems – no problem is too problematic for our team.
With 24/7 assistance, we’ll get those pesky issues resolved day or night. Our swift support squad means less downtime and more productivity for your company. Partner with us for L1, L2, and L3 support that’s effortless, expert, and always available when you need it – day or night, rain or shine.
Network Operating Center – NOC
We provide services that are responsible for detecting failures, access network, connectivity, communication equipment alarms, and other performance issues that may affect the infrastructure network and some of your services . read more
Call Center services
We are happy to assist you in the back office by taking over your most critical activities with a friendly and competent call-taking on behalf of your company. read more
Network Operating Center – NOC
IWFirstCall provides its telecommunication expertise and offers NOC services that are responsible for monitoring failures, access network, connectivity, communication equipment alarms, and other performance issues that may affect the infrastructure network and some of your services.
Our most used services are:
Server services
- Server Policy Management
- Performance Monitoring
- Notification & Escalation
- Server Reporting
- Service/Server Restarts
- Active Directory
- Management Resolution
- Automation Assistance
- Patch Deployment
- Patch Failure Resolution
Workstation services
- Endpoint Policy Management
- Performance Monitoring
- Notification & Escalation
- Endpoint Reporting
- Troubleshooting & Resolution of Alarms
- Patch Deployment
- Patch Reporting
- Automation Assistance
Help Desk Services
We not only accept your requests, but also offer you further help desk services, i.e. a standardized and friendly customer telephone reception on behalf of your company, the recording and screening of questions, topics, service interruptions and complaints. We handle standard questions and checking of contractual claims, log all the call-relevant data for any post-processing, and, if necessary, escalate to an on-call service, maintenance and technical staff or second-level support.
We are comfortable working with many platforms, such as phone calls, emails, SMS, social media and Live Chat.
Most common Help Desk services that we work on:
- Respond to requests for technical assistance via phone, chat or email
- Create Active Directory accounts
- Grant/Revoke access and deactivation of accounts
- Diagnose and resolve technical hardware and software issues
- Advise user on appropriate action
- Log all help desk interactions
- Administer help desk software
- Redirect problems to correct resource
- Identify and escalate situations requiring urgent attention
- Inform management of recurring problems
- Update knowledge base for new and revised tasks
- Remote setup of new computers
- Installation of desktop software on computers
Call Center Services
We are happy to assist you in the back office by taking over activities such as: Friendly and competent call-taking on behalf of your company, recording and logging of all call-relevant data and information, identification of detailed caller concerns, recommendations based on the information provided, forwarding of requests to the desired contact person in your company, etc.
Customer service
Around 65 % of people leave the service because of a bad customer service experience.
Our customer service agents are trained professionals who take care of technical issues, such as:
- Questions about policies or practices
- Feedbacks
- Returns
- Payments
- Address changes etc.
Technical support
This type of service is more technical than a standard customer service. Our technical support representatives will get familiar with each aspect of how the product works, in order for us to provide prompt and satisfying technical assistance for your business.
If an issue occurs that goes beyond the power of technical support, agents escalate to superiors or developers.
