Maintain optimum system performance
- Provision for bulk hardware deployments or business as usual requests
- Hardware disposal – We can arrange for the environmentally safe disposal of your devices and end of life
- Arrange for the certified data cleansing of all data on your devices prior to disposal or sale
- Assist you with device buy back options at end of life as part of any technology refresh.
Initiate support requests via telephone, email, support portal or Digital Assistant application
Organisational End Users or Authorised IT staff can initiate Service Desk requests in a number of ways. We recognise that every customer has different requirements and different mobility solutions. Our customised options allow us to tailor a service offering that will meet your specific needs.
All Support Requests logged either from End Users or Authorised IT staff are assigned a unique Request ID. Support Requests can be initiated either via telephone, email, by logging on to our support portal or via our Digital Assistant application installed on your device, giving you real time visibility and updates of your support request.
Limit and proactively assist the number of requests
As part of our Service Desk offering Boxer Communications will establish in addition to the asset register referred to above, an end user register. This register will be maintained by our Service Desk team and will allow for the creation of reports based on the type of support call i.e. by device type, cost centre, hardware/software issue, new device request, 3rd party application support, carrier requests etc.
In order to limit and proactively assist the number of requests we will, based on incident data, provide troubleshooting guides, screen shots, flow charts and FAQ sheets to ensure end users have the knowledge and confidence to operate their devices and software systems effectively.
End User Support
Prompt and efficient diagnosis and problem fixing
Unlimited Service Desk personnel support via either, Digital Assistant Application, email or telephone for prompt and efficient diagnosis and problem fixing.
Support is also provided for all Telco service requirements, voice data, voice mail, txt services, SIM, plan changes.
In addition, we support the customer’s approved range of devices and their standard operating system, together with manufacturer installed applications such as web browser, email client where applicable.
Where required and after consultation with the customer additional support is available for any 3rd party or internal Line of Business (LOB) applications on a per device per month pricing model.
Telco, Voice & Data
Instant provisioning requests and changes
BoxerICT access into the Telstra backend systems and processes provides instant provisioning requests and changes for any new services added, rate plan changes, moves, adds, changes disconnections, (MACD’s), porting in / out requests, SIM card replacements. These tasks are performed within the agreed SLA’S.
Warranty & Hot Swap Management
Minimise end user down time
We can provide for Warranty & Hot Swap Management as part of the MMS offering. The BoxerICT Service Desk team will manage on your behalf, all of your faulty devices. This includes logging and handling of warranty claims with the manufacturer and any associated reverse / forward logistics requirements.
In order to minimise end user down time as typical repair turnaround times are two to three weeks, as part of this service we will (if we cannot rectify a device issue remotely) provision a Hot Swap device with all the required Applications and configuration settings (SOE) based on the end user profile within the agreed SLA timeframes (typically within max. 24 hours) enabling the end user to continue their tasks, whilst we attend to the repair / return of the faulty device to the manufacturer/ repairer.
Once the device is returned or repaired, we will update the asset register and allocate the device back into the organisation’s pool of Swap devices that the customer funds and we hold and manage on your behalf.
Fast delivery to anywhere in the country
We arrange for the delivery of devices based on the agreed locations with the customer in all capital cities, or any remote locations as nominated.
Capital City – turnaround times for device or SIM cards, accessories etc. is typically within 4 hrs – 24hrs. (request must be received by BoxerICT before 12:00 pm for next day delivery).
Regional locations – turnaround times for device or SIM cards, accessories etc. is typically within 3 – 4 days. (request must be received by BoxerICT before 12:00 pm on the day for same day dispatch for interstate or regional delivery).
TEMs Expense Management
Automate the management of incidents, problems, changes and service requests
BoxerICT fosters a culture of excellence, innovation and passion for technology. The commitment from our Service Desk Team is that we pride ourselves at being the best in the provision of Mobile Managed Services (MMS). We provide enhanced support for any Mobility rollout and ongoing support to your organisation and your end users for all your day to day business as usual requirements, not only today but into the future as requirements and technology constantly changes.
BoxerICT utilises a customised Services Desk Portal based on ITIL Framework and best practices methodologies to support the delivery of our Applications and provide L1 / L2 organisational support and reporting to our many customers and support some tens of thousands of end users in the field.
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