Frequently Asked Questions
IT Triage has been helping people get and stay connected for almost two decades. Previously known as the Reivernet Help Desk, we became IT Triage in January 2021. Reivernet is a world leader in the provision of hotel networks and connectivity. Managing more than 120,000 hotel rooms worldwide, our help desk in New Zealand is the first point of contact for all connectivity and networking issues.
Call us, chat to us or email us!
As a core telephony system, we use 8X8 Voice Over IP (VoIP) - cloud-based voice, contact centre, video, mobile and unified communications for businesses. 8x8 has been featured in the Gartner Magic Quadrant as a leader in UCaaS since 2017.
8x8 provides a reliable and resilient cloud-based network that enables us to pick up calls from virtually anywhere. We currently have clients based in NZ, Australia, Southeast Asia, the Middle East, Europe, US, and Africa. Their calls to us are seamless. Clients dial a local number in their country and the calls are answered in NZ. The system allows us to integrate telephone, chat, and email.
A comprehensive suite of reporting and Quality Analysis tools keep you informed of all interactions with your customers.
IT Triage uses Autotask as its primary ticketing system. We can also connect directly with your own system to provide a seamless transfer process.
We have a 24/7 English and Korean speaking coverage available. Additional language capabilities are available, and we are happy to discuss requirements in detail.
We operate 24/7/365.
We operate on a flexible business model. Some of our clients require full 24/7 coverage, while others are utilising a 'follow the sun' model, where they provide local support in Europe, the Middle East, and US during daytime hours, and switch their phones across to us to cover their dark periods.
For shared services we offer a fixed hourly fee, plus a per call charge. This provides an ideal platform where you need to provide cover, but the interaction volume is relatively light.
Alternatively, we can offer services on a FTE basis if you want dedicated cover.
Our name says it all. We provide an IT triage service. We gather information to understand the problem and, where possible, to fix it immediately. Not all problems can be solved easily, and we work to identify the root cause of every problem. We have clearly defined escalation processes in place tailored to each of our client’s needs.
Absolutely! We have clients who provide cover during normal office hours, and then hand off to us to cover the remainder of their contracted period.