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IT Support, IT Consulting Services and Help desk for SME, large enterprises and government – when you and where you need it!

 

We set-up and maintain complex IT systems, support servers and manage networks 24/7, support end users through the Helpdesk, keep an eye on your business critical applications around the clock and provide a broad range of IT services which let SMEs thrive in todays fast moving economy.

 

Always there to support you.

HOW CAN WE HELP YOUR BUSINESS?

Helpdesk

 

Are you looking for an IT consultant that could provide your business with a full IT support? From helping an end user with his or her mail problem, to full business IT infrastructure & server support?

ITAF operates a help desk which customers can contact in three different languages: English, French and Dutch. The main interfaces to the helpdesk are an online web-based ticket system (the Service Centre) as well as telephone.

The IT Help Desk is available by phone between 08:00hr and 18:00hr CET. Outside these hours there is a 24/7 on-call system for emergencies.

Remote IT Support

 

To ensure your business have a fast & efficient IT Support, you can rely on our remote support provided by our back office team
which consists of 2nd and 3rd line support engineer specialists:

Network specialists
Linux/Unix specialists
Windows specialists
Security specialists
Marketing & graphic design
Web developers

Infrastructure support & monitoring

We offers you a range of tools that provides information, logging and monitoring on all kinds of infrastructure layers. From network to server OS monitoring, and from storage array checks to service checks. These tools provide support and visibility in following topics:

Linux & Windows server support

 

Infrastructure security

 

Backup monitoring & support

 

Enterprise monitoring on all infrastructure components

 

IT Support on site

 

ITAF has 6 offices across Flanders & Brussels, this way, we are always close by!
This is a perfect match for organisations with multiple sites, offices, …
Our specialists, the field engineers, will come on site to perform installations, repairs, changes, …

You can find us at:

East-Flanders: Gent
West-Flanders: Zwevezele
Antwerpen
Brussels (Zaventem)
Turnhout (Beerse)
Leuven

ITIL: Efficient IT service delivery:

 

The main operational processes are incident, problem and change & release management.

Incidents
The incident management process covers the handling of incidents and events (proactive incidents). Incidents can be reported via the online Service Center, by phone to our Help Desk or 24/7 on-call system. For each incident a ticket is created linked to the customer and linked to the configuration item (CI). Proactive tickets are created by one of the monitoring tools or back-office engineers.

Problems
Problem tickets can be created by the back-office engineers or by a service manager. Once a problem has been identified, the root cause has been successfully diagnosed and the subsequent development of a fix has been implemented, the known error remains part of the knowledge database which is available for all ITAF engineers and as well as the customer.

Changes
Change request tickets (Requests for Change) can be created by the customer, the back office engineers or by the Service manager of a customer. Change tickets can be linked to configuration item (CI) which has a link to a contract with a customer.

Professional Service

Each client gets their own service manager responsible for coordination and communication of the IT activities with the customer. He oversees daily incidents, problems and changes. Moreover, a review meeting is held periodically with the customer, where the report is discussed.

Customer Portal

 

ITAF has its own web based IT service management tool that includes the following functionalities:

ticketing system (incidents, problems, changes)
changes)
knowledge base
project management tool
capacity management tool

Hardware

ITAF has over 10 years experience in delivering hardware. With our comprehensive product range (over 17,000 articles), we help our customers to find a cost effective solution for all hardware supplies on a daily basis.

Software

Today it is unthinkable to not be present online which includes online presentation of SMEs, large corporation and government. ITAF has a team of programmers who work with the client on creating the most user-friendly solution.

Repairs

PC don’t work any more, printer don’t print, … You can always contact us and a professional team will help you out!

Data recovery

If the PC doesn’t start anymore, it is sometimes possible to recover the hard drive data. This data will be transferred to a USB drive or DVD and will be delivered back to you.

Installations

The reinstallation of the operating system on a personal computer (Windows – Linux – OS X).

Frans van Ryhovelaan 325, 9000 Gent, Belgium

Leuvensesteenweg 677, 1930 Zaventem, Belgium

Wingenesteenweg 19C, 8750 Wingene, Belgium

Haïfastraat 6, 2030 Antwerpen, Belgium

Durmitorska 1, Beograd, Serbia

Jovana Subotića 1, Novi Sad, Serbia

Steenovenstraat 13a, 2340 Turnhout (Beerse)

Novi Sad

Beograd