Unitech I.T. Solutions is now able to offer a fully integrated helpdesk system as part of their Serenity Managed Services Package. Our ticket tracking system allows our clients to log I.T. problems and monitor the status of their request whilst dialoguing with their dedicated helpdesk operator.

With three levels of escalation, our I.T. Helpdesk operator will contact the client to attempt to resolve the issue over the phone. If the issue can not be resolved at the first-level, the issue will be escalated to a second level whereby our Helpdesk person will log into the clients network remotely to endeavor to resolve the issue. If a satisfactory resolution can not be achieved via level one or level two support, following approval from the client, one of our qualified technicians will come onsite.

Clients can access I.T. Helpdesk Support via the Serenity Client Portal or Unitech free phone number 1300 IT HELP (1300 48 4357).

The system has built in security allowing only nominated internal personnel access to their own company information. The portal software also has the ability to associate support tickets with projects and has a time-keeping system that can be used to associate time with the various tickets and projects.