Sand Communications

Why choose Sand for your IT support desk

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At Sand Communications, we are your trusted partner for outsourced IT support, offering top-notch services backed up by the power of Atera’s Remote Monitoring and Management (RMM) platform. Our expert team of IT professionals are dedicated to providing comprehensive solutions that streamline your IT operations and keep your business running smoothly. Let us take care of your technology needs to allow you to focus on growing your business.

Atera RMM – Unmatched efficiency and proactive monitoring:

We believe in using the best tools so that we can deliver exceptional service. With Atera RMM, we proactively monitor your IT infrastructure in real-time, detecting and resolving potential issues before they become critical problems.

Atera’s powerful automation and scripting capabilities allows our team to resolve problems swiftly and efficiently, minimising downtime and maximising your team’s productivity.

Experienced IT Professionals – Your Tech Gurus:

Our team consists of skilled and certified IT professionals who have vast industry experience. We do not use customer service teams at Sand, meaning when you log a ticket with us, whether that is through our dedicated RMM, email or via telephone, the person who gets the ticket will be able to resolve the issue. Our average SLA from a ticket being logged to being resolved is currently 45 minutes. We keep our team updated with the latest trends and technologies to provide you with cutting-edge solutions. From troubleshooting to proactive maintenance, you can trust our tech gurus to handle all your IT needs with expertise.

Next Level Support – We Have You Back, Always:

Tech issues can strike at any time, and Sand understands the importance of fast issue resolution. Our IT support desk work tirelessly to ensure that your issues are resolved within a timely manner. Ensuring you are back up and running in no time.

Scalable Solutions – Growing with You:

Your IT requirements evolve as your business grows. Sand has designed their IT helpdesk support to be scalable, seamlessly adapting to your changing needs. Whether you require support for just a handful of devices or whether you have a complex IT infrastructure, we have the flexibility to cater to your unique business requirements.

Customised Solutions – Tailored to Your Business:

Every business is unique, with their own business goals, plans, needs and requirements, and so are their IT needs. The team at Sand understand this and works closely with you to really understand your specific requirements so that we can tailor our solutions accordingly. We believe in providing personalised services that align with your business goals.

Seamless Integration – Collaborating as One Team:

As an outsourced IT support provider, we work to integrate seamlessly with your business by becoming an extension of your own team. This is so that we can ensure smooth operations and consistent support and provide you with the best possible service as if we were a part of your own team.

Cost-Effective Outsourcing – Maximising Value:

Maintaining an in-house IT team can be expensive. Outsourcing your IT support can be a cost effective solution, helping you reduce overhead costs whilst still receiving high quality support.

At Sand Communications, we are committed to providing you with reliable, responsive, and efficient IT helpdesk support. Our team’s expertise combined with the power of Atera’s RMM platform ensures that your technology remains and enabler of growth rather than a barrier. Trust Sand with your IT needs, so you can focus on driving your business forward.

Contact us today and experience the difference of a dedicated IT support desk that cares about your business.

Frequently Asked Questions

What type of issues can your support desk handle?

Our support desk is equipped to handle a wide range of IT issues, including hardware and software troubleshooting, email configurations, security concerns, device set up, network connectivity problems and more. We strive to resolve issues quickly to reduce the impact on your business operations.

Is there a way to measure the effectiveness of your support desk services?

Yes, the team here at Sand are big on transparency. We provide regular reports that showcase the performance of our support desk, including response times, issue resolution and customer satisfaction scores.

How do we log a ticket when we encounter IT problems?

You can access our support desk through various channels, including phone, email and our web-based ticketing system. Our team is available during business hours and depending on your service plan may offer extended support hours for any critical issues.

How do you prioritise support desk tickets?

Tickets are prioritised based on their impact on your business operations. Business critical issues that significantly effect business operations will receive immediate attention, while lower priority tickets are addressed in order of receipt.

Can you support both on-site and remote workers?

Yes, our support desk offers support for both on-site and remote employees.

What is the average response time for support desk inquiries?

Our goal is to respond to all enquiries as quickly as possible. The average response time depends on the severity of the issue. Email and tickets logged through our RMM have a default of 30 minutes from the issue being raised to one of our agents accepting the problem. Our average SLA from the issue being raised to solved is 45 minutes. Critical issues will always receive immediate attention, whilst non-urgent matters will be addressed in a timely manner.

How do you remote log on to our devices?

Our RMM platform, Atera, is integrated with both AnyDesk and Splashtop, our preferred method is AnyDesk, which will be installed on all devices within your network to enable fast and efficient issue resolution.

If you have any additional questions or specific enquiries relating to our support desk services, please feel free to reach out. We are here to provide reliable and efficient IT support to help your business thrive.