End User Support Services That Keep Your Business Running Smoothly

At Terns, we provide comprehensive End User Support services designed to enhance productivity and ensure seamless IT operations. By delivering multi-level support, inventory management, application support, and advanced monitoring, we empower your organisation to focus on its core business objectives while we handle the complexities of user and system support.

Why Choose Terns for End User Support?

Multi-Tiered Expertise

Skilled support teams offering L0-L1 (First Call Resolution), L1-L2, and VIP support services.

Proactive Solutions

Monitoring and inventory management services to anticipate and resolve issues before they impact operations.

Comprehensive Service

From desktop support to application troubleshooting, we handle diverse IT needs.

Tailored Reporting

Detailed insights into performance, user activity, and operational efficiency.

Service Offerings

L0-L1 Call Centre Support Services (FCR)

Provide quick and efficient First Call Resolution (FCR) to end users:

  • Handle basic troubleshooting and IT inquiries.
  • Resolve common issues without escalation, ensuring user satisfaction.

Inventory Management Services

Streamline asset tracking and ensure up-to-date inventory management:

  • Maintain records of hardware, software, and licensing.
  • Provide insights into resource allocation and utilisation.

Application Support Services

Assist end users with application troubleshooting and optimisation:

  • Address software-specific issues and provide usability guidance.
  • Ensure smooth operation of critical business applications.

Monitoring Services

Proactively monitor end-user systems to maintain performance and reliability:

  • Identify and resolve potential issues before they escalate.
  • Provide system health checks and performance optimisation.

Reporting Services

Deliver tailored reports for actionable insights into user and system activity:

  • Provide detailed analysis of support trends and resource usage.
  • Offer performance metrics and recommendations for improvement.

Supported Technologies

Our End User Support Services leverage expertise in a wide array of tools and platforms to provide seamless IT assistance tailored to your needs:

Operating Systems and Devices
  • Operating Systems: Full support for Windows and MacOS across desktops and laptops.
  • Devices and Peripherals: Configuration and troubleshooting for printers, scanners, and external hardware.
Communication and Collaboration Tools
  • Microsoft Exchange: Manage secure email communication and calendar services.
  • Microsoft 365: Enhance productivity with comprehensive collaboration solutions.
Backup and Security Solutions
  • Backup Tools: Ensure end-user data protection and quick recovery.
  • Endpoint Security: Defend devices against malware, phishing, and other cyber threats.
Remote Support Tools
  • Remote Troubleshooting: Efficiently resolve issues using tools like TeamViewer and Microsoft Remote Desktop.
  • Quick Access Setup: Enable secure and seamless connections for on-demand assistance.
User Account and Access Management
  • Active Directory Expertise: Manage user permissions and maintain secure access to systems.
  • Azure AD: Streamline identity management with cloud-based access solutions.

The Terns Advantage

Customer-Centric Support

  • Focused on delivering superior user experiences through fast and effective resolutions.
  • Customised support for standard and VIP users ensures all end users are prioritised.

Proactive Monitoring and Management

  • Anticipate and address potential issues with proactive monitoring and inventory oversight.
  • Ensure minimal downtime and operational disruptions.

Experienced Support Teams

  • Skilled professionals with expertise across desktop, system, and application support.
  • Multi-tiered approach to resolve issues efficiently and escalate when necessary.

Comprehensive Reporting

  • Detailed reports provide transparency into IT operations and user trends.
  • Actionable insights for continuous improvement in support services.

Case Studies

ServiceNow Solutions for Unified Support Organisation
ServiceNow Solutions for Enhanced VIP Support
Scaling IT Support Services for Operational Excellence and Innovation
Enhancing Desktop Support Services with ServiceNow