HelpDesk
MiTEQ’s service team can offer a full helpdesk to field calls from the users and triage issues.
Wherever possible the helpdesk will aim to get users and solutions working again remotely, but where this is not possible, e.g. a piece of equipment is damaged or not functional, then the helpdesk will arrange for the next step in the resolution process e.g. a repair or replacement.
Repair Services
Working with our hardware partners, the MiTEQ support team will ensure that any customer equipment we are responsible for will be maintained to the highest possible quality. Whether this is a contracted agreement for the life of your hardware or as a one-off “Time and Materials” repair, we will aim to turn around a fix with limited impact to your operation.
Where hardware is critical to our customers’ enterprise, we would recommend holding a “Buffer” stock of spares. These can be stored at MiTEQ and then shipped to site configured and ready to go to ensure the minimum amount of downtime for the end users.
Recycling & Refurb
All technology solutions eventually reach the end of their use within an operation, either due to changing requirements or technology obsolescence. At this point the MiTEQ support team can help you to either recognise some resell value through our refurb program, or alternatively ensure that hardware is recycled to all required regulations such as WEEE.
In addition, should you have a requirement for equipment that is no longer available to purchase from the manufacturer, we can support with refurbished second user hardware to supplement your estate.
Device Management Services
Increasingly, IT departments are being asked to manage more, and a greater variety of, equipment. Often this might be technology they do not have skills in or experience with, which creates a steep learning curve and puts vital systems at risk.
With MiTEQ’s Device Managed Services we take over the management of your hardware, providing remote monitoring, regular firmware / OS updates, and system support.
This frees up IT staff to focus on core systems and removes the need for extensive upskilling.
Training & Documentation
To ensure the success of any new technology deployment it is vital to provide the appropriate training to users.
MiTEQ’s technical and operations team can pull together training documentation, user guides and “How-Tos” that can be provided to sites. In addition, our team can deliver on site face-to-face or online virtual training to members of staff prior to rollout and then where required refresher sessions for new starters, for example.
MDM & MDM Managed Service
When deploying an estate of mobile computers it is critical that you also have a Mobile Device Management (MDM) tool in place. MDM’s (also known as EMM’s) give you the ability to remotely manage devices, ensure that they are compliant to a standard configuration, deploy new firmware and applications and lockdown devices to stop users accessing settings or applications that they are not authorised to access.
MiTEQ’s technical experts will work with you to identify the most appropriate MDM tool for your needs and can advise on setup and configuration.
Additionally, should your IT team not wish to take on the responsibility of managing and maintaining an MDM solution then MiTEQ’s support team can provide a full MDM managed service. We will ensure that the MDM remains updated and operational ready to support your mobile device fleet.
Service Reviews
When you take out a service contract with MiTEQ our support team are with you for the life of your hardware.
To that end throughout your service contract the team will run regular service reviews to monitor performance to the defined SLAs, advise of any upcoming changes (e.g. OS updates or end of life hardware) and to help to identify areas for improvement.