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IT Service Desk

A & J IT Service Command Center (ITSCC) provides services below:

 

Service Hotline with Voice Recording Support

  • Our A & J IT Service Desk Specialists are ready to help over the phone 7 x 24 x 365. You will always have access to support when you need it most.
  • A & J also supports our outsourced business partners with dedicated Macau/HK/China hotline number to serve on behalf of their clients.
  • Voice Recording can be retrieved right after the call for further rectification by our Specialists and service improvement as well as a record for involved parties.

Multi-channel Support

  • Instant Messaging such as WeChat/WhatsApp/QQ/Facebook/Line, E-mail or SMS support is another option for all our clients.
  • Although, we recommend phone support for the most critical needs, our support technicians will quickly respond to any multi-channel support requests as well.

Incident/Service Request Ticketing System & Tracking

  • All support requests are logged and managed in A & J IT Service Desk JIRA Ticketing system. This allows us to quickly track all requests to ensure the fastest response and resolution possible with agreed workflow. This system also provides updates to users via e-mail to ensure they are aware of the work being done by our technical teams

On-Site Support / IT Manpower Dispatch

  • Although A & J Service Desk Specialists can handle most issues remotely, we will dispatch personnel to provide on-site assistance when adequate support cannot be provided remotely.
  • A & J also supports IT manpower dispatch to our outsourced business partners from Project Management to Field Installation for variety of IT projects/works.

Network Diagram & Infrastructure Guide

  • We provide assistance in documentation of  your network and configurations. A & J IT experts provides you with detailed, written documentation of your networking infrastructure, documenting network design, users, equipment, IP addressing, and much more.

 

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