Port-P’s desktop services provide you with the ability to request full incident lifecycle support for hardware support and requests around hardware break/fix. To action a support request you can call the support desk to initiate it, typical product sets include HP, IBM (Lenovo), Fujitsu, Dell and this includes laptops and printers.

Services include a correctly skilled engineer onsite, replacement parts or loan or hot swap equipment. Where agreed spares can be found on site, any of the 50 regional stores locations will be configured to support the additional equipment and support flight kits configured for common components such as drives and memory.

97% of calls are resolved on the first visit with the remaining 3% being resolved within agreed times. If the call cannot be resolved in the first visit it will be escalated via the escalation process.

Service Desk

The service desk acts as a single point of call for all incidents, requests and IMACs, scheduling of support calls and requests.

18% of calls are usually resolved on the first call, with the remaining 84% being resolved within agreed allocated times.

If a call cannot be resolved within the first 15 minutes of the telephone call, the call will be escalated to second line. If second line finds that there is a problem with the hardware problem or networking issue, the appropriate escalation is made immediately. Unresolved issues are escalated to third line support or vendors as appropriate, with resolutions being to the satisfaction of the customer.