Without great people a process model is completely ineffective. The knowledge, experience and commitment of Attenda’s staff provide the difference between operational efficiency and Client Service Excellence.
Within the support teams individuals fall broadly into two groups; those who ensure we do a great job of following process and those are who really understand the technology. Clearly there is a crossover of skill sets between the two but the one thing everyone understands is that by following process rigorously a more predictable outcome is achieved.
Working 24 by 7 all year round the team is committed to keeping Clients’ applications transacting; their desire and effort in this regard is frequently recognised in unsolicited client feedback and 100% client referral rating – something that is unusual and possibly unique in IT Services.
With over 100 technologists working around the clock, there is almost always someone on hand who has the answer. If not then a comprehensive set of Service Contracts exist for escalation to manufacturers of other suppliers that our clients work with.
The support teams are complemented by named Service Delivery Managers who meet face to face with Clients on a monthly basis to review past performance, analyse future trends and ensure that the two organisations are working together optimally and driving Continual Service Improvement.
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