Services

By: Sasit  06-Dec-2011
Keywords: Service Desk

The SASIT Services group encompasses four business units which work together as one team.

Development and Integration:

The development and integration team is focused on developing and delivering specific functionality for customers. We concentrate our activities on writing the more difficult systems where integration is more typically a key component, whether that integration is between web front end and back end systems, or more complicated system-to-system integration.

Our primary development languages includes CA 2E, RPG, .Net, and Java. We also develop using Websphere and .Net for web-based requirements.

Technical:

The Technical team responsible for the architecture of the many solutions we support. This team is primarily an infrastructure team with skills in security, telecommunications, operating systems (flavours of UNIX, Microsoft, and OS400/OSi5), database administration, VMWare, Citrix etc.

This team is largely project-based, as well as providing second and third level support to Operations.

Operations:

This team, which includes our 24x7 support desk personnel, manages the systems under SASIT management and control. These systems are monitored 24x7 using our management tools, with escalations and alerts where issues arise.

The Operations team is also responsible for the SASIT data centre.

Service Desk:

The service desk at SASIT is staffed during office hours, with after hours calls being passed to Operations. We focus on achieving a 75% live resolve at point of contact - and don't believe in passing calls to a call centre, whether in New Zealand or overseas. To meet the live resolve target our service desk representatives require extensive skills in systems and systems support and are very capable at answering even the harder and more difficult questions.

Keywords: Service Desk

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