RELIABLE & RESPONSIVE

IT SUPPORT WHEN YOU NEED IT

Our traditional break-fix maintenance service offers a cost effective, consistent and reliable solution. We understand that many IT departments face resource and budget constraints and managers don’t always have the time to think about reactive, onsite maintenance.

Orion Global Managed Services can take these stresses away by being a single point of contact for all IT support requirements, however big or small. Our highly skilled IT experts can be onsite when you need them, adhering to a Service Level Agreement chosen by you.

TAILORED PACKAGES

TO SUIT YOUR BUSINESS NEEDS

A budget friendly alternative to ‘back to vendor’ maintenance, we provide both the parts and the labour, anytime of the day or night, around the globe.

We understand that every business has differing service level requirements. Our multi-tiered support packages are structured so that you get the level that you need.

From mission critical SAN and server maintenance to Next Business Day desktop support – we have the skills to support you.

Support packages include (but aren’t limited to):

Premium Plus – 24x7x365 (4 hour fix or response)
Premium – 8×5 (4 hour fix or response)
Standard – 8×5 (Next Business Day)
Labour only/parts only/Pay as you go

WIDE RANGE OF SKILL SETS

AND TECHNOLOGIES ARE COVERED

Orion’s expert IT engineers are all recruited via our robust recruitment process. Their skills and certifications are professionally vetted and approved and all CVs are made available upon request.

Skill sets examples include (but not limited to):

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    LEVEL 1

    Entry level – desktop & laptop skills, 1st line basic support.

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    LEVEL 2

    Minimum 2 years experience – Field engineer (desktop & laptop), data & network, server & storage (entry level), project coordinator

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    LEVEL 3

    Minimum 3 years experience – Field engineer (team lead), desktop & laptop, server (Exchange/SCCM/SCCM), data & network (senior), storage, security, junior project manager

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    LEVEL 4

    Minimum 4 years experience – Field engineer (desptop & laptop), server & storage, security, data & network, project manager

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    LEVEL 5

    Minimum 5 years+ experience – Senior field engineer. Server & storage, data & network, security, senior project manager

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    LEVEL 6

    Enterprise level consultant. Server & storage, data & network, security, ITIL Master

Technologies we work with include (but not limited to):

WORKSTATION/ LAPTOP/ PRINTER

MAINTENANCE

In addition to our mission critical SAN, server and network support, we offer a flexible approach to the maintenance of end user devices, including desktops, workstations, laptops, printers and mobile devices.

Orion Global can provide an engineer and the replacement part to site on a Next Business Day SLA, pre 10:30am. If you already have internal IT resource to hand, we can simply ship the spare part to you. Our End User maintenance technicians are available 24×7 across 150 countries, including remote islands and hard to reach locations. See our full geographical coverage.

We ensure customers have access to a vast array of IT spares across all makes and models across the IT desktop. The service also covers parts and consumable items on all printers from laser to dot matrix and label. Loan devices can also be provided at a low cost, if we are unable to meet the parts delivery SLA. Designed to meet stringent Corporate SLA’s, the service provides the spares and logistics to meet same day SLA’s or next business day by 10:30am. Other SLA’s are available.

CUSTOMER SATISFACTION

Orion Global Managed Services constantly strives for customer satisfaction. With a consistent track record and 99% SLA hit rate, we make sure that we deliver on our promises.

Communication is paramount to us and key to successful service delivery. Our state of the art ticketing system, coupled with our bespoke customer portal, means that you are at the centre of communication at all times.

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