We are an IT provider that believes in your mission & measures our success by your impact

What Support do You Need from an IT Organization

Help Desk Support

When working with any IT organization, you need to make sure that any issues and concerns you may have with your technology solutions are being met.  You also need to make sure that you can contact your IT staff whenever you need them. 

The PeaceWorks Help Desk process provides additional ways and support mechanisms for clients to obtain service when they need it.  Clients can call the HelpDesk directly at any time throughout the day to receive support, especially when their Primary Tech is not onsite.  Clients can expect our HelpDesk staff to provide documentation, triage and, if necessary, escalation of their issue in a quick and effective manner.

After Hours Support

It is understood that there is always the possibility for the need of support after regular business hours. PeaceWorks provides that support via an After Hours Hotline where you will have direct access to a technician who can begin the process of resolving the issue. Should the person on call not be able to resolve the problem they have the means by which they can call in other support staff. Providing After Hours support means that clients know they have access to technicians when they really need it.

Ticketing and Logging

PeaceWorks manages client technical issues through the use of a ticketing system. Clients can email or phone in their issue and a ticket is generated notifying the technician of an issue and allows us to track its resolution. Ticketing allows us to track common problems and their resolution, efficiency of support staff, and types of tickets logged by users. The ticketing system allows clients to monitor and prioritize issues and track how quickly issues are resolved. Common reports generated by the use of a ticketing system include:

•    Total Calls/Tickets placed vs Total Closed
•    Call statistics by category
•    Call statistics by day
•    Call statistics by location/origin
•    Average resolution times
•    Total outstanding tickets

Communications and Reporting

Throughout an IT project, PeaceWorks expects to have a designated contact that will facilitate access to information, and staff, as required. All information about this project will flow through that individual, and they will be responsible for negotiating any changes to the scope or format of the project.

PeaceWorks endeavors to maintain open and transparent communications with its clients, believing that the best results are achieved when people work together for a common goal. Consequently, email and phone calls are always encouraged.
 

Content Type: 

At PeaceWorks, we know how to set up your organization with technology that drives your mission. Together, we define a technology vision for your organization and recommend the best ways to support that vision.

Find Out More →

We provide effective and affordable migrations, installations and upgrades that better manage your infrastructure. We focus on solutions that meet your needs, not solutions that are unnecessary or outside of your budget.

Find Out More →

We will design and create a new or enhanced on-line presence. We work with you through the entire process to ensure you get exactly what you need for the present, as well as the future. We build our websites with Search Engine Optimization (SEO) and accessibility practices, customizing as required.

Find Out More →

We collaborate with you to create solutions that turn ideas and data into information that you can use, analyze and distribute.  We build the technology solutions that equip you to better engage and manage your staff, your clients, your volunteers, and your donors.  We simplify data collection, intelligence and management.

Find Out More →

PeaceWorks provides the management and sale of hardware and software solutions. We always discuss your needs and provide you with the most preferable options.

Find Out More →

About PeaceWorks

PeaceWorks provides first-rate technology solutions that enable organizations to achieve their mission with increased ease and efficiency. We focus on genuine client-focused relationships, connecting client needs with sustainable and reliable technology solutions.
Learn More

Waterloo

101-554 Parkside Drive
Waterloo, Ontario
Canada
N2L 5Z4

Phone: 519.725.7875
Fax: 519.725.4220
Toll Free: 888.817.3048

Email Us

Winnipeg

100-62 Hargrave Street
Winnipeg, Manitoba
Canada
R3C 1N1

Phone: 204.480.0314
Fax: 204.415.2051
Toll Free: 888.817.3048

Email Us

Connect With Us

Sign Up For Our Newsletter: