Support Services - Lexel
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Support Services

Flexibility, innovation and service excellence

Founded over 30 years ago, Lexel is one of the largest privately-owned providers of ICT services and solutions in New Zealand. An agile and innovative organisation, Lexel has a staff of over 170 and annual revenues exceeding $60m.

With extensive expertise in services and ICT solutions, Lexel consistently delivers on both quality and innovation. Across both New Zealand and Australia, customers can rely on Lexel’s commitment to service excellence, every time.

 

Our Support Services:

Field Services. Onsite support with nationwide coverage. Includes break/fix, relocations, and wireless.
Managed Services. Desktop, server infrastructure (including SQL), monitoring, storage, Wi-Fi and network.
Retail. Full retail solution including POS, surveillance, CRM, Customer experience. Retail specific service desk.
Service Desk. 24 x 7 locally based support. Target SLAs.

Field Services

Onsite support with nationwide coverage

With extensive skills, expertise and nationwide coverage across New Zealand and Australia, Lexel’s Field Services provide onsite support, delivering service excellence that your business can rely on.

Across all major hardware and software brands, Lexel has a wealth of experience for your organisation to leverage. From desktop support to project delivery, our commitment to service excellence underpins our approach to business.

Lexel’s strength is demonstrated through our breadth of globally recognised partner certifications.

Field Services:

Consulting. Lexel offers a range of consulting services, from technical account management to project management and strategy.
Onsite end user support. Lexel’s end user support spans all major hardware and software brands. With nationwide coverage, our team supports:

  • Software
  • Applications
  • Desktop
  • Networking
  • Virtualisation
  • Infrastructure
  • Security
  • Cabling
  • Wi-Fi
  • Printers

Field Services locations (pdf)

Relocations. Lexel’s experienced relocations team can manage your entire move, from the technology and cabling to the boardroom table! We partner with reputable moving companies, and can offer preferential pricing.

Workshop Services:

Integration. Customisable service integrating software, hardware and/or data prior to delivery onsite. Remote or onsite services are available for final setup.
Spares management. Keep downtime to a minimum with replacement stock on hand when you need it, tailored specifically for your organisation’s needs.
Hardware disposal. Disposal of your retired hardware assets in a secure and environmentally friendly manner.
HP warranty management. Lexel can arrange the repair of your HP servers and end-point devices, regardless of whether they are inside or outside their warranty period.

Retail Vertical Specialists

Business and customer experience transformation

Lexel operates a specialist division providing a range of innovative services and solutions; designed specifically for retail businesses.

Our extensive knowledge of retail, approach to innovation, along with our focus on service excellence is what sets us apart from our competition.

From point of sale and stock management, through to surveillance and business intelligence, no matter what your technology needs, you can rely on the experienced Lexel team to support your retail business.

Lexel’s impressive list of retail clients include Hallensteins, Glassons, Max Fashions, Pagani Clothing, 2 Degrees Mobile, Postie Plus and Restaurant Brands.

 

Our Services:

Solution consulting and design. We’ll take the time to understand your business needs, tailoring solutions to meet your timeframes and budget.
Stock. Our POS and IT stock management ensures you’ll have stock ready and waiting for you, when you need it.
Digital. Digital signage, in-store advertising, website and e-commerce development.
Surveillance & analytics. Fully customised and installed video, surveillance and analytics solutions. Includes proactive monitoring, maintenance and alerting.
Loyalty. Implementation and support of customer loyalty and gift card programs.
Point-of-sale. Hardware, software, peripheral supply and support.
Support. Nationwide on-site service covering both New Zealand and Australia.

  • Onsite or remote support of all systems and solutions.
  • Available 24 x 7, 365 days a year.
  • Imaging and SOE creations.
  • EFTPOS support level 1.
  • POS solutions support, including Ontempo OTR, Advanced Retail.

Integration. With a breadth of expertise across every major vendor, Lexel can meet all of your ICT integration needs.

Business Benefits:

Lexel’s retail services and solutions deliver a range of business benefits, including:

Customer experience. Increase and monitor customer loyalty, from in-store experience to loyalty programs.
Minimise shrinkage. Reduce misuse and credit card fraud through automating detection / alerting of events.
Impact on sales. Increase average sale per customer. Analyse store and staff impact on conversion rates.
Business efficiencies. Through business intelligence, maximise store layout and workforce efficiency.
Monitoring. Monitor & control entry/exit points. Easily find and export important video surveillance footage.
Stock Management. With your POS/IT stock on hand, minimise any downtime or impact on the business.

Service Desk

Flexibility, innovation and service excellence

Covering a broad range of hardware and software platforms, Lexel’s Service Desk provides customers cost effective and reliable access to industry leading expertise and skills.

Service excellence is the foundation of Lexel’s Service Desk. Our knowledgeable team is committed to taking ownership and accountability of your issues.

You can trust the Lexel Service Desk team to not only fix, but to identify the cause of problems, preventing them from recurring. In addition to ongoing monitoring and measurement of customer satisfaction, our success is further validated by impressive service desk customer references.

 

Our Services:

Incident management. Lexel provides incident management support 24 x 7. A strong focus on service restoration and service stability underpins our service level committments. Our services cover critical and major incident management, service degradation issues and repeat incidents.
Service request fulfilment. Providing service request fulfillment from password resets to questions and queries. The Lexel Service Desk team provides a reliable channel for users to request and receive agreed standard services through to their fulfilment.
Problem management. Lexel’s problem management process reduces the impact and frequency of customer incidents. Through both proactive and reactive problem management, coupled with our understanding of customer environments, we pride ourselves on identifying issues before they arise.
Event management. Lexel’s monitoring and event management capability drives proactive improvements across the technology stack. Our focusing is on reducing and where possible removing customer impacting incidents, mitigating service disruption.
Service level management. Service level management is underpinned through our internal event management capability and internal ticketing systems. This enables monitoring of service levels, ensuring they meet service level agreements, driving timely escalations where required.
Continuous service improvement. Lexel’s Continual Service Improvement (CSI) aligns IT service offerings to changing business needs. Through process effectiveness, efficiency and cost reduction, our team identifies and implements improvements to drive customer value.

 

Lexel’s strength is demonstrated through over 20 globally recognised partner certifications.