.svg)
.svg)
The Virtual Forge Service Desk team serves as a stable and resilient support structure. It underpins the The Virtual Forge's products and services, ensuring swift and comprehensive handling of any issues experienced by customers.
By being integrated directly into our data-driven custom software development process, they work closely with testers and developers to provide end-to-end support.
Our Service Desk team deliver swift responses and resolutions to client inquiries, ensuring seamless collaboration.
To guarantee optimal conditions, The Virtual Forge Service Desk services is designed to adapt to every team and project. Our experts incorporate different solutions for different problems, always working towards a common goal.
In the course of this intricate collaboration, we will familiarise ourselves with your team, procedures, and technological infrastructure. We will establish an extensive knowledge repository and implement the necessary tools to consistently deliver exceptional support services tailored to your needs.
Technical support services offer clients the first point of contact when issues are raised via our ticketing system. The team will triage the issue, gather relevant information, and prioritise understanding the incident. They will then respond with a resolution or collaborate with second line support teams to address the issue. Service operators will keep the client informed of progress, and work through until final resolution.
Applications developed by The Virtual Forge undergo a structured process from scoping and development to testing, client approval, and production implementation. As part of the pre go-live process, our technical support services are trained on the application usage and collaborate with testers to troubleshoot systems, provide training, and guide clients. Once in production, service desk support team becomes the primary point of contact, offering first-line support.
The DevOps team are responsible for designing, provisioning and maintaining the infrastructure and cloud services which underpin the solution. The team works in close collaboration with the development team to ensure that key features of the cloud are implemented from the start, so that security, resiliency and elasticity are core to the application.
Cloud infrastructure can then be configured to provide a measure of self-healing to the application, as it responds to elements becoming ‘unhealthy’ and executing a designated resolution, such as replacing a failed instance. During the support process, the DevOps team can use their knowledge of the system’s infrastructure to either diagnose and resolve faults or to assist in troubleshooting issues.
Program support is a key element of what makes adoption of the new system or process happen quickly, and what makes it “sticky” over the long term.
At project outset, we work with our customers to design a business-led vision that will identify the benefits they aim to capture and how technology can be applied to those goals.
Throughout the project lifecycle, The Virtual Forge team engages with technology and business stakeholders to ensure that their unique perspectives and understanding are incorporated into the project planning and delivery. For successful implementation and ongoing adoption, The Virtual Forge Program Management seeks to ensure that all users are aware of the upcoming changes, understand the goals and objectives associated with them, and are committed to using them and ultimately adopting them.
Clients using our managed services experience numerous advantages. By relinquishing the responsibility of day-to-day tasks and complex technology projects, they allow themselves to dedicate valuable time and attention to their core businesses.
By offering a single point of contact in which you can ask questions, raise bugs, receive information and provide feedback about the product under one roof, the time to solution can be reduced, resulting in increased productivity.
At The Virtual Forge, we aim to design and deliver beautiful data-driven solutions while also ensuring the development of effective and well-maintained systems. Our commitment to customer satisfaction includes providing accessible support just a few mouse clicks away, giving you peace of mind while utilizing our services.
Regular monitoring, maintenance and security enhancements ensures The Virtual Forge products and data are as safe as possible 24/7.
With quick responses and minimal operational downtime, The Virtual Forge Service Desk team works tirelessly to keep systems in place and working efficiently. Well supported, reliable systems are essential for maximum productivity and customer satisfaction, leading to a world class user experience and reducing operational costs.
Our experts are trained and involved in product testing during the development phase of the project lifecycle, being a key asset to the product / service launch and its ongoing progression. The secret ingredient to a successful launch and the ongoing progress of our offerings.
Quality is our core focus. Our team ensures high standards through rigorous quality assurance processes, thorough testing, code reviews, and continuous improvement.
.svg)
A team of creative and analytical minds leverage cutting-edge technologies and out-of-the-box thinking to deliver innovative software solutions. We’re always on the lookout for new technologies that can enhance our offer, helping our clients materialise their needs into new systems that streamline their business processes.
.svg)
Our track record is a testament to our reliability. Always by our client’s side, ensuring that nothing is left to chance. With our commitment to excellence, we pride ourselves on delivering dependable solutions that businesses can trust.
Clients can secure their product or service with a Service desk contract and raise tickets using the 'Freshdesk' system. Upon submission, an acknowledgment and reference number is received for seamless issue tracking until resolution.
Our Service Desk team triages and responds to queries, collaborates with development teams, and gathers necessary information for issue resolution. Tickets can be conveniently raised via an online portal or email. Using the portal, customers can track their tickets individually or for their company.
Upon encountering an issue or requesting assistance, the client initiates a ticket submission. This marks the start of a streamlined process where concerns or requirements are documented and monitored, ensuring efficient resolution and timely support.
The Virtual Forge Service Desk acknowledges the ticket receipt and conducts initial triage.
Upon identifying the need for remedial advice or action, proactive measures are swiftly implemented to address the situation. Alternatively, to ensure a comprehensive understanding of the issue, additional clarification questions may be posed to gather the necessary details for a thorough resolution.
The dialogue between the Service Desk and the client persists until a satisfactory resolution is reached, ensuring that all questions and concerns are addressed and resolved.
If deemed necessary, second-line developer support is quickly activated to offer the expertise and assistance needed for a timely resolution.
The solution is deployed to a secure "UAT" environment and undergoes client approval before final implementation.
Once approved, a fix is deployed to the production environment for final sign off and ticket closure.
Our extensive knowledge in the manufacturing sector makes us a trustworthy partner for data-driven digital solutions.
The Virtual Forge team has more than 20 years experience developing custom solutions for Life Sciences clients.
.webp)
We are experts in designing and developing data-driven custom software solutions for global brands in the automotive industry.
%20(3).webp)
We can leverage our financial expertise to the most in-demand financial software. Our extensive range of customised financial solutions is specifically tailored to address the distinctive challenges faced by your business and sector.
%20(2).webp)
The Virtual Forge is a trusted supplier of data-driven software solutions to Government and the Public Sector.
%20(1).webp)
The Virtual Forge was responsible for creating a new technological solution for CleanCar, a smart analytics platform that can help fleet operators assess the costs and benefits of switching from ICE to EV fleets. The challenge was to rebuild the previous solution from the ground up to be capable of handling the large data influx.
.webp)
%20(1).webp)
.webp)
The Virtual Forge's work has lowered our system downtime and fastened the turnover of tickets on the help desk. The team has executed updates correctly and maintains communication via emails and messages. The Virtual Forge's Co-CEO participation in the project has been crucial.
The Virtual Forge successfully delivered a working prototype of the dashboard, meeting our expectations. The team responded quickly to requests and modifications, and they were hands-on, knowledgeable, and receptive throughout the project.
Their collaborative approach fostered a sense of partnership and trust, where our voices were heard and our vision was respected.
Working with The Virtual Forge was a pleasure. The relationships that we build, quite quickly, led to a really lovely experience. The whole team was highly efficient, creative and tactical.
Working with The Virtual Forge made everyone enjoy being part of the project. It never felt like two separate teams, but just one big team. Everything felt natural, easy, even when there were challenges.
The Virtual Forge collaborates with several strategic partners to guarantee the delivery of cutting-edge services that meet and exceed clients' expectations. We are trusted by some of the most recognised technological brands in the world.
.svg)
Have a project in mind? No need to be shy, drop us a note and tell us how we can help realise your vision.
.webp)
.webp)