Second Line Support
Our specialist Second Line Support team will resolve those issues that are more difficult or require some in depth analysis with the aim of getting you back to operational stability as soon as possible.
Retail these days is always ‘on’ and so are we. Our 24 x 365 dedicated team provide a more enhanced and technical diagnosis through to a service level agreement driven resolution to maximise your operational flexibility and keep you trading.
- The team will undertake an in-depth analysis of the call
- Available anytime you are trading, whenever you need us
- They will seek to diagnose and resolve problems via remote support connections
- Implementation of workarounds to restore services in the short term
- Further research into the root cause to provide permanent resolutions
- Backed by ITIL methodology and best practice to provide greater efficiency for supporting queries and resolving issues
Benefits of outsourcing your Second Line Support to PCMS:
- Solutions to unresolved issues from your own first line support teams
- Reduced downtime through fast restoration of services
- Details of incident/problem replication to highlight commonalities in calls
- This is what we do. We’ve been supporting retail clients for over 30 years