We are continually working on improving our support services and our tools, so we are very pleased to announce the launch of our updated and improved Network Operation Centre (NOC). MCSA have been providing IT support 24 hours a day, 7 days a week, 365 days a year for customers across a range of sectors for over 35 years and the NOC will enhance our service and allow us to continue delivering to the highest standards
What does the NOC mean for you?
As the heartbeat of the company, our NOC will give all new and existing customers complete peace of mind that their IT environment is constantly managed and optimised to maximise the customer experience. Our expert engineers are proactively monitoring your systems and will seek to resolve any issues before they manifest and affect your business. This helps our clients to improve productivity and efficiencies by concentrating on their own business with the confidence that their investment is in safe hands.
The NOC follows ITIL best practice for change and incident management and our front line have KPI’s to resolve 75% of issues at first contact.
What does the NOC mean for us?
It has allowed us to enhance our services and provide our customers with the consistent, expertly managed experience that they deserve. The NOC also helps us to learn and apply this learning to every customer; all of the knowledge and expertise is in one place so our engineers can use the information gained from one customer and apply it to the others. This helps us provide a well-rounded, consistent service.
Wouldn’t a call centre do the same thing?
Not really – it’s easy to see where the roles cross, but the two are quite different. When something goes wrong, you have to call a help desk technician for support. They diagnose the problem, then show you how they are resolving it. They react to the issue and fix it. With the NOC, technicians are always working behind the scenes to ensure the systems are running with full uptime and optimisation. Many issues won’t even be flagged to the customer until they see a summary! One is reactive to incidents and one is proactive and solves incidents before they impact daily business.
Do you have any questions for us about our NOC? Contact Us