Remote Support
Remote support
Receive, guide and resolve requests that can be handled remotely, within granted permissions.
Value for youEasier access to help, fewer unnecessary site visits and more flexible use of resources.
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IT Support Services
Fewer disruptions, so your team can focus on the business
When computers, connections or devices fail, staff stop working and lose time finding help. Metatek provides a single point of contact and coordinates resolution, so you wait less, spend less effort coordinating and manage IT support costs with more control.
Customers are at the heart of every solution.
Technology that supports everyday work
Less waiting for support
Users have one point of contact, and requests are classified by impact so they are handled in a clear order of priority.
Less coordination effort
Store managers and internal staff spend less time calling around, passing on information or chasing status updates.
Better use of people
Remote, onsite and cluster support are combined to allocate resources according to each site's needs.
Clearer cost control
Agreeing scope, service hours and responsibilities gives you a basis for budgeting and assessing additional charges.
Less repeated work
Resolutions are recorded and suitable cases are documented as guides, so users find help more easily next time.
Better service experience
Staff get clearer support, so they can focus on serving customers and doing their core work.
Where is your team losing time?
- Not knowing who to contact when a device or application fails.
- Requests go through many channels and progress is hard to follow.
- Managers spend a lot of time chasing and coordinating vendors.
- Support staff are not well distributed across sites.
- Issues recur, but there is no information to find improvements.
- It is hard to judge what service quality the current spend delivers.
Metatek works with you to pinpoint where time is lost and build a support model that fits how you actually operate.
Support models and the value they bring
Onsite Support
Onsite support
Staff are placed at your site according to an agreed schedule and scope.
Value for youDirect coordination with users, suited to sites with frequent support needs.
Cluster Support
Cluster support
Engineers cover a group of sites, organised by area, workload and travel time.
Value for youResources are balanced across sites instead of placing the same fixed staff everywhere.
Hybrid Support
Hybrid support
Combines remote support, onsite staff and cluster engineers.
Value for youChoose the service approach that fits each site's criticality and needs.
Supporting the tools your team uses
- Computers, peripherals and applications on the supported list.
- On-site network connectivity and coordination with line providers.
- Devices used in stores, offices or warehouses.
- Accounts and access rights, following customer-approved procedures.
- Coordination of warranty, maintenance and related vendors.
- User guides and quality reports.
The exact scope is agreed in advance, so users know what is covered and you can manage responsibilities and cost.
For POS or third-party software, work is done only within granted permissions and in coordination with the responsible party.
Easy to request, clear ownership, trackable results
- 01
Receive
- 02
Classify
- 03
Coordinate
- 04
Confirm
- 05
Close
Each request is logged with its site, impact and owner. Confirming the outcome avoids cases where an issue is technically fixed but the user still cannot work.
See what to improve through service data
Metatek agrees tracking criteria with you from the start, then uses operational data to evaluate and adjust.
The SLA (Service Level Agreement) is agreed according to impact, service hours, location and resolution conditions.
Indicators that can be tracked
- Response and resolution time by request type.
- Number of recurring issues.
- Request volume by site.
- Share of requests resolved remotely.
- User satisfaction, where a survey is in place.
- Service cost relative to scope and volume.
These are selectable criteria, not results Metatek has achieved or features already in place.
Frequently asked questions
We can add capacity for sites, shifts or types of work that are under-resourced, so your internal team can focus on priority tasks.
Less worry about incidents, more focus on the work
Share your current setup and where it costs time, effort or money. Metatek will help you assess a suitable way to organise support.
