Network Operations Centre (NOC)

Based in Brisbane, the RCST Network Operations Centre (NOC) offers national 24/7 support for clients based on the ITIL Framework of operation. The RCST NOC presents a simplified and cost effective approach to monitoring and support that covers…

Service Desk Management

The Service Desk Management offering provides single point contact that meets the communication needs of both the client end users and the IT staff, handling calls related to devices managed by RCST. Operating around the clock, our services extend to operations all across Australia, including off¬shore and remote locations.

Our three levels of support offered are:
1) Call Centre Tasks
2) Remote Technical Support Tasks
3) Remote Technical Engineering Tasks

Monitoring Management

RCST offers an enhanced Monitoring & Management service for a range of alerts and events that occur for devices. The alerts can vary from simple user access issues to network switch up/down alerts, right through to the utilisation and packet loss for production critical infrastructure.

Monitoring levels have agreed SLA’s with specific alerts/events targeted for your requirements with monthly analysis and availability reporting provided.

Incident Management

The RCST Incident Management offering, is to restore a managed device to normal service operation as quickly as possible, minimising the impact on the business operation. Incidents raised for on boarded devices are managed end-to-end with all incidents recorded in the agreed Service Management Toolset. For all high priority incidents, or for incidents resolved using a workaround or partial correction, a Problem Record will be raised.
Included in the offering is monthly reporting that features trending and analysis for all events raised.

Problem Management

The primary objective of the RCST Problem Management offering is to identify and document all incidents that could or have had a high impact, or have been identified proactively through incident trending and analysis. For High Priority Incidents, RCST Problem Management will include the submission of a Root Cause Analysis within five business days of the closure of the High Priority Incident.
Included in the offering is monthly reporting that features trending and analysis for all events raised.

Change Management

RCST Change Management is responsible for controlling the lifecycle of all Change Requests raised for devices under the RCST Service Management Solution. This is aimed to keep disruptions at the supported environment down to the minimum. Our managed services include components that are defined by the ITIL Framework.
The Change Management offering includes both weekly and monthly reports that includes snapshots of active Change requests and analysis and success rate for all RCST Change requests.

Configuration Management

RCST Configuration Management is responsible for ensuring that the Assets & Configuration Items for devices are controlled and that accurate and reliable information about the items are available and updated when needed.
Reporting is monthly and is based around trending the ‘ons’ and ‘offs’ for devices under support.

Service Request Management

RCST Service Request Management records, categorises, manages and fulfils ADHOC Service Requests that are to be part of the normal operation and technology services.
Included in the offering is monthly reporting that features trending and analysis for all requests raised.

Remote Engineer

RCST Remote Engineer is a service whereby RCST provides a Brisbane resource to the customer to attend to the task as agreed by the customer. RCST can provide Remote Engineering resources with a variety of skills, on a daily, weekly, monthly or on an ad¬hoc basis, maintaining the customer’s systems and technologies.

Onsite Engineer

RCST Onsite Engineer is a service where RCST provides an onsite resource to the customer, to carry out the required tasks as agreed. RCST can provide Onsite Engineer resources with a variety of skills, on a daily, weekly, monthly or on an ad¬hoc basis, maintaining the customer’s systems and technologies

Integrated Onsite Support

The RCST Integrated Onsite Support service allows RCST to integrate with the customer’s chosen onsite support organisation.
If Required, RCST will Establish an Operating Level Agreement (OLA) with the chosen onsite support organisation to define the operational interfaces, as well as the expected response service levels.

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