Central Command Of Local IT Support
FieldView enables A&O IT’s global field force of 1,200 engineers to be ultra-responsive in resolving IT support incidents for our clients wherever they are located. Designed to provide complete visibility and tracing of field engineers globally, FieldView enables fast, efficient and smart IT support for international businesses and outsourcing partners.
Service Level Agreements
Every engineer is measured against the Service Level Agreements for your business.
A Consistent Service Globally
Your business will received consistent, high quality end user support wherever you are located.
Every engineer is trained to have a unique insight into your IT support requirements.
Local Language Support
Our engineers speak local language and technical English.
Total Service Commitment
Fieldview is A&O IT’s proprietary global field engineer management platform. The platform manages and resolves over 30,000 tickets within agreed Service Levels every month and ensures immediate availability, Service Level compliance and excellent client service.
Complete Ticket Management
Every client incident is logged within FieldView against user, location, device or system and reported fault. Each case is alerted and collocated in real-time for investigation and remote-fix will be attempted. FieldView will automatically assign each case to the next most available IT support engineer and advise the client. Engineers can access full case history and remote diagnostics via a mobile-app. Clients will be advised of the engineer assigned, their credentials and a confirmed time of arrival on site.
Real-time reporting of the engineer’s response is supported by FieldView. A timeline report from case receipt, arrival on site to closure and customer signature is logged against specific client Service Level Agreements. Every client can access FieldView case logs in real-time and bespoke client reporting is supported.
FieldView is supported by a comprehensive development roadmap and an intelligent analytics suite. The platform has existing connectivity to service management platforms, including Remedy and ServiceNow.