ONS Servers Direct Support 10 Vouchers. 2 Vouchers required per call 0845 225 3389

Log up to 5 support incidents. Your Vouchers last for one year.

2 vouchers per call

• Log all your IT requests and problems using our dedicated support number or via email, all calls will try to be resolved by our 1st line support team if not your call will be escalated to either our 2nd or 3rd line support for further investigation and we aim to get back to you within the hour.
• Support desk open Monday-Friday 8:30 till 17:30**
• All Microsoft server operating systems and desktop operating systems supported,
• All Microsoft applications supported server or desktop.
• Vmware and Hyper V supported

Levels of Support - Helpdesk
1st Line Support:
Capable of logging calls of the initial incident accurately capturing all information and data supplied by the customer, Fixing simple problems or general “how to” questions within office applications

2nd Line Support:
Capable of logging calls as above. Fixing advanced features within office applications and desktop operating systems Basic server functions, such as password resets, creating new users and printer issues. Research and investigation will be required at this level which can take time. Access to the site remotely may be required at this level.

3rd Line Support:
Advanced problems within desktop operating systems and all features within server operating systems. Research and investigation will be required at this level which can take time. Access to the site remotely will be required at this level.