Research among PC-Ware customers showed there is a requirement for an affordable 24/7 professional helpdesk with on site support for their Microsoft technology.
PC-Ware has packaged this in its new offering with the name PC-Ware Professional Helpdesk. It allows customers to take out their own customised helpdesk support with professional on site support provided by certified Microsoft technical resources. As an additional service, and bundled in the agreement, PC-Ware will provide telephonic support for other popular vendors such as Autodesk, Adobe, Citrix, CA, McAfee, Novell/Suse, PGP, Utimaco, Symantec, Trend Micro and VMware.
Maurice Staal, Managing Director, explains: "The highly competitive Support helpdesk helps to optimise the IT efficiency and maximises the benefits of our customers using Microsoft technology. The on site services are included in the Microsoft help desk support and aims at problem resolution support such as technical issues encountered while using a Microsoft product. The helpdesk is designated to meet the most complex business support needs of our customers and giving them the power to choose the support options they require for their businesses."
PC-Ware, with its Microsoft helpdesk, provides direct access to Microsoft service experts with timely problem solutions to minimise downtime, practical advice to address problems before they occur and knowledge transfer to grow customer's staff IT skills and abilities. The on site support is a co-operation of the PC-Ware 24/7 helpdesk and the award-winning strategic PC-Ware partners, such as I-Solve.
Staal adds: "What makes the Helpdesk successful is that PC-Ware provides a dedicated Technical Account Manager that is the central contact between each customer and the helpdesk. The Technical Account Manager is the link between management and technicians and it is guaranteed that he looks after the customer interests and provides proactive services and optimal support for business-critical customer processes. The other unique aspect is the combination with the telephonic support for 13 other popular vendor products, bundled in the helpdesk agreement, taking away a lot of pain from our customers."
The PC-Ware Professional Helpdesk is positioned to assist customers who require professional support for their Microsoft products, but with agreements that can be customised to meet their budget, which are currently under pressure by, eg, the weakness of the rand.
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PC-Ware Information Technologies is one of the few Microsoft Software Licensing companies in South Africa offering a comprehensive core service portfolio, which covers licensing of standardised software, software management and proprietary software solutions, and now a highly competitive Professional Helpdesk with on site support.
PC-Ware is the outright market leader in Europe within its core business of software licensing and licence management and growing its business very rapidly in South Africa.
Employing more than 1 400 people and serving around 85 000 customers, the company operates subsidiaries in South Africa, 23 European countries as well as in China, Russia and the US.
PC-Ware was granted European Large Account Reseller (ELAR) status for the whole of Europe, the Middle East and Africa (EMEA region) by Microsoft, one of the company's key business associates.
PC-Ware co-operates closely with a number of IT specialists, including Microsoft, Adobe, Citrix, Business Objects, VMware, Novell, Symantec, McAfee, Veritas, Computer Associates, Oracle, Attachmate and Borland.