Technical and Service Centre Offerings

Technical Service Centre

Proactive MPS monitoring

Pro-Active MPS Monitoring

Provides a single point of contact to end users for proactive consumables \ break-fix monitoring and supplies replenishment.

Reactive client contact centre

Reactive Client Contact Centre

Provides a single point of contact to non-MPS customers for the handling and logging of calls for incidents and requests reported via phone and email.

Technical remote support

Technical remote support

Responsible for technical support to end users via the use of remote tools and knowledge database solutions. The objective is to prevent unnecessary remote resolvable calls from being sent to field technicians.

Incident management

Incident management

Responsible for all activities associated with the end-to-end management of service calls and installations. The objective of incident management is to restore normal service operations as quickly as possible and minimise any adverse impact on business operations by ensuring that agreed levels of service quality are maintained.

System administration

System administration

The system administration function is responsible for all activities associated with the initial triggers to fulfil the end-to-end installation process. This function also oversees and is responsible for the following processes: Processing of installations; Processing of device exchanges; Processing of device re-sites; Processing of invoicing and T&M account creation.

Asset administration

Asset administration

Responsible for the monitoring and management of the Xerox Device Agent (XDA) toolset that enables end-to-end MPS monitoring. It acts as the trigger for the MPS monitoring process by ensuring that all MPS devices are communicating via XDA to the MPS monitoring system. Also responsible for the maintenance of a centralised asset database to track physical location changes and asset information.