Insights

Field Services - Supporting Our Operations

30 Sep 2020, MOQdigital

Business Insights

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There is one part of the MOQdigital business that works quietly in the background, keeping our operations alive and well. These are the members of our Field Services(FS) team. Our FS team works away from the various MOQdigital offices, typically integrating into client environments. They work on-site and provide a wide range of support services like Service Desk staffing, attending to users with walk up issues, hands on troubleshooting, installing hardware and attending user incidents and requests through the ITSM systems. The FS team isn’t large, boasting around 10 staff. However, they support many clients across Australia and New Zealand. The team is successfully lead by Frankie Ivicevic, once a Field Service Technician at Stuartholme school in Brisbane. Frankie understands the in’s and out’s like no other. Alexandra Pepperell, the Practice Coordinator, takes care of the administration functions including reviewing timesheets, coordinating onsite bookings, following up on invoices and assisting our Managed Services team.  

The Field Services Team can provide customers with a wide range of services depending on their needs. The team provides on-site support for our clients, either through placement of full-time engineers, regular site maintenance or carrying out specific tasks (hands and feet) in conjunction with the Service Desk or Projects. They provide the onsite hands and feet where users are not confident, available, or capable of assisting the remote Service Desk or Project team. The on-site work can vary between full time or ad-hoc engagements, depending on the needs of the client. 

Field Services is the face of MOQdigital for the client and provides a special brand of customer service. They are an extension of the Service Desk, and are here to handle requests, incidents, or provide the hands-on assistance that is often requested by our clients. Field Services is just one of the services MOQdigital offers its Managed Services clients. If you would like to get in contact about any of the services our FS Team can provide, please contact us below. 

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