Support Processes

GCC support processes to ensure your IT & users remain supported at all times

At GCC, we know consistent expert support is crucial. That’s why we keep a number of channels open so you can get support from our team when you need it, in whatever format you want it.

Our UK-based service desk offers telephone support and an online user portal for logging and tracking incidents and service requests. You can also access shared documentation, hosting FAQs, advice and support, latest news, and user training courses.

Through our 25+ years of experience, we have refined our monitoring technologies. We have adopted the latest Microsoft and other cloud-based services to manage all supported customers. Managed via a single centralised support platform – GCC miX.

This state-of-the-art monitoring system enables us to manage and respond to all logged tickets. We can also monitor supported systems from threats, whilst also monitoring hardware and software for patch and update requirements.

Our guarantee

Our support experts receive ongoing training to ensure they are delivering industry-leading customer support.

We also invite continuous feedback with every service desk encounter, host annual satisfaction surveys, and review feedback from your dedicated account manager.

We are committed to delivering the highest quality customer service through our support processes.

Our first contact fix and single point of contact resolution policies mean our team not only try to resolve your issue as soon as we are notified, but you deal with one expert, where possible, for efficiency and consistency – and we call back when we say!

Our commitment is our guarantee.

Contact us now to find out how your business could benefit from our support services.

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Technical investment

Technical investment

Our unique platform – GCC miX – was designed and built for GCC to ensure we can proactively monitor, patch, and protect your data and IT infrastructure.

We have also invested in our incident & support portal – giving us full visibility of available resources, activities, and tasks for the GCC service desk.

This ensures all our team are available to respond to your requests quickly and efficiently.

Our accredited status with leading technology providers means our support desk has access to the most modern technology available.

Technical expertise

Technical expertise

Over the last 28+ years, we have been accredited with Microsoft, HP, and Cisco, and in this time have achieved the highest possible Microsoft Partner status – Gold Partner – specialising in cloud services.

As a Microsoft Cloud Accelerate Partner for the last 9 years, our expert customer support is provided by a team of highly trained and accredited Microsoft engineers covering all aspects of both on-site and cloud technologies.

16

Seconds Waiting
Time

82

% Same
Day Fix

99

% Overall
SLAs met

98

% Client
Satisfaction

Services – Support & Security Services

Support & Security Services can help ensure your product selection or IT roadmap makes most sense for your business.

GCC understand the pace and change when it comes to technology – GCC support ensures your business is making the most from its investment.

Service Desk

GCC can take single source responsibility for your business providing support on all IT & business applications.

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Support Processes

GCC support processes to ensure your IT remans optimally operational – with a support guarantee.

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Online Incident Management Portal

This online portal provides a direct line of communication between you and the GCC support team.

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User Requests – On-boarding & off-boarding

Manage your users & licences: as users start and as they leave – Microsoft 365 & Windows Network.

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GCC Security & Threat Protection

Protect your business from the growing threat of cyber-attacks and breaches that come with an increasingly digital workplace.

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GCC Business Continuity & Disaster Recovery

GCC support services to ensure your business can continue in the event of an attack or data loss.

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Cyber Essentials

Protect your business with Cyber Essentials whilst promoting your Cyber security certification – show your customers your business is protected.

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