ICT Support Services

Service Desk and ICT Support
The costs of implementing and managing an in-house IT Service Desk can be a significant investment.  In addition, resources or technical expertise for projects are not always available in house and Institutions are therefore considering the use of third party organisations to provide their IT support either full time or on demand. In doing so, Institutions are able to deliver the ICT projects they require on time and budget and can often take advantage of this more cost effective model because of the economies of scale.  There are also the obvious benefits of guaranteed service levels and extended hours of support.
The ULCC Service Desk acts as the central hub of ULCC ICT Support and currently looks after over 300 customers.

ICT Strategy Consultancy and Review
Many organisations produce an ICT strategy but they may not consider alternative ways of delivering ICT services to its users.  Using a external organisation to perform an independent audit could be a way of saving thousands of pounds.  ULCC have performed several ICT strategy reviews at a relatively low cost.

Virus/patch management
With the plethora of virus' released on a daily basis, countless organisations suffer from unremitting virus outbreaks or worm attacks, many of which can bring an organisations infrastructure down in seconds. With the consequence of poor virus management being so great, ULCC believe that investment in virus protection is crucial.
ULCC, therefore, specialise in both virus protection and removal and ensure that all our managed desktops are equipped with the latest windows/virus definition updates to minimize the impact of any future attack.

Hardware Maintenance
In order to minimize downtime in the event of a PC's hardware failing, we at ULCC have acquired a very-high level maintenance service with our hardware seller to make sure that a PC is backup and running in the least time possible. If a hard drive needs replacing, then we will have ghost images to get the PC rebuilt and back on the desk in no time.

Desktop Build Imaging
As mentioned above under hardware maintenance, desktop imaging is a sure way of minimizing down time in the event of a PC crash. At ULCC we have created a build library which contains images for individual institutes/organizations that are created specifically for their needs. In the event that a machine needs to be rebuilt this can be done rapidly using one of the many images in our library.

PC Refreshing
One of the principal causes of hardware and software failure is the age of a PC. Aging hardware can also affect performance and in certain circumstances prove to be a security risk if not upgraded. We advise that all hardware should be refreshed every 3-4 years and are constantly participating in roll out projects to keep ahead of these issues.

Print Management
The printer is an essential tool that has become an integral part of everyday business. In many organizations, the ability to print out a document is taken for granted until such time as a critical document needs to be produced for meetings. ULCC will ensure that the printing solution is built around an efficient central print server which in turn ensures a more reliable and supportable system.

Security Control/Management
In today's world, security has got to be at the top of an organisation's IT strategy. Therefore, we are constantly looking at ways of securing our environment and some of these include: password policies; user account management; regular audits of file permissions and documentation amongst others. Another security hole on the Desktop side is user rights to a PC - administrative rights to desktops in the wrong hands can cause major disruption to organisations.

Application Support
Desktop Support currently supports a whole host of applications from standard MS Office applications to specialised applications like Quark or Filemaker Pro. Every new piece of software that is introduced into an environment is fully tested to check for conflicts with OS's or other applications prior to release. If an application is not on our list of supported applications we will support this to the best of our knowledge.

Software Distribution/Upgrades/Installation
When an application needs to be deployed to a large organisation it can prove to be very time consuming. We at ULCC aim to do this from a central location and push applications out to an organisation. We use monitoring tools to ensure that all desktop machines are up-to-date with the latest virus definition files and the latest windows updates to ensure no holes in the security of the machines. All new software, as mentioned before, is tested before being allowed to be installed in a live environment.

Remote Support
Just because you don't work in the main office location, doesn't mean to say that everything has to be sorted out on the phone. We can also remote control to your PC to facilitate and improve the speed of your support call resolution. Desk-side training, consultancy and guidance Through either remote control of your PC or at the desk-side, we are always willing to give advice/training with regard to PC enquires.

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Case Studies

American University of Beirut

American University of Beirut logo
The American University of Beirut (AUB) has been awarded a grant from the European Union Tempus Programme to fund the development of a professional diploma program for green technologies in Lebanon and Egypt, entitled PRO-GREEN-Joint/Dual Professional Graduate Diploma and Professional Degree in Green Technologies.
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Royal College of Midwives

With approximately 45,000 members (90% of all UK midwives), the RCM provide workplace advice, support, guidance, information and learning opportunities through a broad range of events, conference and online resources. As an organisation run by and for midwives and maternity support workers they now provide greater access to continuing professional...
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University of East London

UEL Logo
Following the announcement of new data polices, the University of East London (UEL) looked to ULCC with their wealth of expertise, to develop an EPrints repository which could meet the needs of the university.
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