Itex offers global rapid response IT support service

Wednesday 13 April 2011

Expert offshore IT services company, Itex, has significantly reinforced its service and support capability, so that customers can enjoy full operational activity wherever they are in the world, at any time. Itex now offer the broadest range of remote managed services in the Channel Islands.

Itex is launching a new platform of sophisticated remote monitoring and IT infrastructure management services underpinned by a 24x7 service desk located in the UK. The new services are designed for organisations seeking to drive greater efficiencies within their business; and to complement in-house technical teams, either by providing cover for out-of-hours requirements, or by plugging the gaps in terms of expertise or capacity. Where an organisation does not have a technical team Itex can offer an attractively priced fully outsourced IT management service.

With sophisticated monitoring technologies Itex now has the ability to assess the health and performance of computer servers, networking components and applications and take appropriate action when needed to prevent performance issues or system failures. The monitoring is supplemented by a range of management and maintenance services such as patch assessment and deployment, backup management, change control and comprehensive reporting on systems activity.

Richard Parker, Managing Director of Itex Guernsey, believes strengthening customer support in this way sets the company ahead of the field, “Practically every business today is being challenged to provide faster and greater flexibility in their service offerings. With our new remote management suite Itex is offering access to best practice management systems and processes in a cost effective mechanism that will reduce IT costs and free up valuable resources.”

For example, the time taken to identify and fix a system fault is dramatically reduced. Last month 80% of incidents were resolved within 15 minutes and 95% of all incidents were fixed remotely among those using the service.

One service in particular is finding appeal with travelling executives, who may encounter problems with their laptops while in another time zone. By calling Itex, customers will have access to expert help wherever they are and at any time of day or night, simply by purchasing prepaid vouchers.

All the services are broken down into a straightforward menu, which productises a traditionally complex offering into an easy to understand ‘pick and mix’ range of managed services.

The announcement follows a number of significant investments in services and capabilities made by Itex in recent months, including the expansion of the Itex data centre and hosting capacity at Braye Road by fifty percent due to strong demand from the eGaming sector. Itex continues to work with leading global technology partners such as Hewlett Packard, Microsoft and Cisco to offer innovative, superior IT services.