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Infrastructure & service desk

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Customer need

When Goodman Medical first approached Netfocus, they had three main pain points with regard to IT.
•Faster response to and resolution of IT service requests.
•A more predictable & transparent pricing model with no “hidden charges”
•A more proactive approach to IT management with better communication to the internal management team

Our Solution

There are four key strands to our solution.

  1. We offered better response time.
    Working to a clear service level agreement and focused on first contact resolution, our service team exceeded user expectations changing internal attitudes to IT .
  2. More Proactive
    Our proactive approach to maintenance & monitoring ensures systems run error free thus reducing end-user frustration.
  3. Improved Security
    Managed IT Security gives both staff and management confidence in the systems they use for their day-to-day tasks.
  4. Better Managed
    We provided GMIL with a dedicated Customer Solution Manager who has gained a deep understanding of the systems, people and processes on site.

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