Service Desk

Troubleshooting refers to the process of identifying, isolating, and resolving technical problems. It involves using various techniques and tools to diagnose and fix issues with hardware, software, or networks. ONQU has several proven processes to identify issues before the users are aware.

Maintenance in technical support refers to tasks performed to keep systems and equipment in good working condition. This can include routine activities such as updating software, replacing parts, performing backups, testing recovery routines, daily checks and preventative monitoring.

An SLA is a contract between ONQU and their clients outlining the support level they will receive. It includes details such as response time, resolution time, and other performance metrics. The ONQU Services are based upon the ITIL principles and ONQU can offer a range of SLAs that meet the client’s needs specific to their data platform.

Patching is the process of applying updates or fixes to software programs, operating systems, or devices to improve performance, security, or functionality. Upgrades involve installing new versions of software that provide additional features and capabilities. These activities are essential to maintain security and reduce risk.

Remote support allows the ONQU professionals to access a user’s computer or device remotely to troubleshoot and fix technical issues. It is a convenient and efficient way of providing support without the need for an on-site visit and ensures that resources can be applied to solving the issue rather than wasting travel time and arriving without prior knowledge of the system or issue scenario. As many systems now are based in Data Centres remote access is the only way to interact with the systems.

Effective resourcing allows organisations to skill up their staff and invest in new skills and technology whilst ONQU manage the Legacy technology and technical debt. ONQU also have skills and experience in a wide range of technology that can be applied to moving legacy databases and technology to new cloud-ready versions reducing cost and risk significantly.