The Incite ICT helpdesk
The core of IT support from Incite ICT is the help desk. The help desk is available to all those who have a support/maintenance contract with us and those who are paying for technical support ad-hoc or in an emergency response
Our technical support comes in three lines
» 1st Line - Telephone Support, call and speak to one of the engineers who will guide you through possible remedies and solutions on the telephone
» 2nd Line - Remote Access, if we can't solve a problem on the phone we will remotely connect to your machine and fix the problem is this manner. 80% of support calls are fixed on the second line.
» 3rd Line - Onsite Visit, finally if we can't fix the problem remotely an engineer will come onsite and attend to the problem in this manner.
Every technical support issue you have is given a TSI (Technical Support Incident) number and this number is given to you when you log a call over the phone or when logging through the support website.