User Support And Training

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Overview

4 Ultro’s IT support service is designed around the needs of clients and their individual users. Our engineers, backed by the power of The 4 Ultro platform, deliver exceptional responsiveness and accountability.

[pullquote]I have had the best support for a long time since we have started using 4 Ultro, all engineers are pleasent to talk to and provide a very prompt service.
Ameen Mohammed, Dar Alshifa Hospital[/pullquote]

User IT support and training is a people business. It is people who experience the everyday problems that stand in the way of efficient working. Equally, it takes other well qualified people to resolve such problems satisfactorily.

Acknowledging this, we put exceptional amounts of effort into recruiting talented, motivated problem-solvers, who genuinely enjoy human interaction. 4 Ultro support engineers are all technical experts, able to resolve IT problems swiftly.

But, equally importantly, we recruit to ensure that they also have exceptional interpersonal skills. These high quality people are then supported with market leading support systems (The 4 Ultro platform), and work within a culture where success is always measured in terms of client satisfaction, and where constant self-improvement is the norm.

Client feedback directly impacts on 4 Ultro engineers’ bonuses, providing them with an additional reason to meet and exceed needs and expectations.
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The Service

4 Ultro user support is delivered by a dedicated team of Service Desk engineers, providing telephone and remote support. This team is augmented by a highly qualified team of Field Engineers who visit client sites as scheduled or as need be, depending upon the client’s service.

[pullquote]All 4 Ultro engineers are trained to communicate effectively with individuals at all levels of technical understanding.
Abdul Aziz, 4 Ultro Technology Consultant[/pullquote]

Some clients opt for an All Inclusive contract, in which monthly fees are fixed. Others opt for Variable Rate agreements, where fees vary according to demand and usage. Overall, we aim for flexibility.

Others retain us to augment an in-house IT function via our Complementary Service model. Beyond this, we tailor individual support agreements to suit individual clients and their organisational requirements.

Some want regular on-site visits included. Others do not. Some want our engineers to have remote access to user’s machines. Again, others may not need this facility. Some clients (with their own inhouse IT resource) use 4 Ultro to deliver first-line user support, escalating calls to an internal team, designed to deal with issues that cannot be resolved via an initial call.

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Approach

[pullquote]I’ve been working alongside 4 Ultro for the past four years and I continue to find their services, staff and approach to be unmatchable in the IT arena, … coupled with their internal support systems they provide me with the control and confidence I require.
Ameen Mohammed, Dar Alshifa Hospital[/pullquote]

Above all, we recognise that supporting people is as important as supporting computers. We believe passionately in the importance of quality people, delivering a human-to-human service:

[list_item]All calls are answered by qualified Service Desk engineers. We do not employ helpdesk “call-loggers” whose only job is to take a message.[/list_item]
[list_item]We resolve 75% of problems in 30 minutes or less.[/list_item]
[list_item]Our Client Management System puts critical client information at the fingertips of every engineer answering a call or dealing with a client problem.[/list_item]
[list_item]We have systems in place that ensure that the right engineer is allocated to the task in question.[/list_item]
[list_item]Our extranet offers clients proactive updates and real time tracking of live support issues.[/list_item]
[list_item]Clients are given the option to feed back personally on all interactions, and this feedback directly impacts on engineers’ monthly pay.[/list_item]
[list_item]We help to identify user training requirements for our clients, increasing productivity and helping to minimise ongoing support costs.[/list_item]
[list_item]The 4 Ultro platform delivers user-friendly reports for clients wishing to analyse their IT and support needs.[/list_item]
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Tell Me More

If you’d like to know more about this service, or would like more information about other 4 Ultro services, please feel free to contact us, either via the e-mail link below, or by calling us on :

+963 949 661881
info@4ultro.com
www.4ultro.com

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