Our service management processes are built around ITIL principles of problem, incident, and change management, with service levels determined by severity and impact. Our service desk consists of 1st, 2nd, and 3rd level engineers with a tiered escalation structure ensuring that requests are handled by appropriately experienced support technicians, and that tickets are escalated where necessary.
Murley engineers have experience in both remote support and face-to-face on-site support. We actively rotate our staff into customer facing positions in order to familiarize themselves with the real world needs of end users. This process allows them to deliver more appropriate assistance over the phone or via remote control sessions.
Most advanced remote support software tools on the market
ITIL based service methodology and professional team management
Complete 1st through to 3rd level expertise backed by engineering specialists
Professional service delivery management and team leaders
Comprehensive ticketing tool with workflows and SLA measurement and management
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