What do you do when you are in the office working on a critical report at 3 a.m. and your computer system goes kaput? Call Ignition to relight your fire.

Less than a year after opening for business, Ignition has announced Bermuda's first 24 hour Information Technology (IT) help-desk called `Ignition HelpDesk+'.

Ignition Vice President of Business Development Paul Bullock says that the unique service is the first in a number of Ignition subscription based IT services that will bring significant savings and increased service levels to the Bermuda market.

Mr. Bullock said: "Ignition brings appropriate resources to every IT problem. We have experts in security, messaging, systems as well as HelpDesk+ staff to take care of common problems. We don't send an engineer to solve a printing problem and our customers enjoy cost savings because of that."

Indeed, Mr. Bullock says that about 80 percent of problems do not require an engineer to visit the site.

Mr. Bullock says the subscription based model ensures that Ignition does everything possible to keep a client's network running smoothly adding: "The fact is, our interests are firmly aligned with that of our customers. The more we can centralise support, the better service our customers receive and the more financially beneficial our model is. Unlike break and fix consultants, Ignition doesn't want to keep coming back to your office, we want your network to work.

"Information technology support is necessary for all organisations and we believe that predictable operating costs will better assist companies with their budgeting, particularly in these challenging times," he added.

Mr. Bullock said he is delighted to introduce the service and says: "By outsourcing day to day operational and end user support issues, it enables managers to redeploy their IT staff to strategic in-house projects. Ignition's HelpDesk+ can be a valuable resource for smaller and larger companies alike, for smaller companies who don't have their own IT person on site and equally for larger companies who want to outsource part of their IT responsibility."

The HelpDesk+ service includes access to a help-desk, remote or on site network management and regular management reporting. Using the help desk, customers will be able to receive help from Ignition engineers on everything from answering a Microsoft Word or Excel question, to identifying and fixing complex server failure on site, as well as maintenance issues such as a broken airconditioner.

IT issues will be dealt with either over the phone or via advanced secure remote desktop management tools or a technician will go the client's office. Companies can also subscribe to have full time support staff on site during business hours.

Ignition's engineers have a variety of expertise and include Microsoft Certified System Engineers (MCSE) and CISCO Newtork Engineers (CNE). Non IT issues will be forwarded to a pre-agreed contact either within the company or to an external supplier. Problems are logged and tracked through to resolution and progress can be accessed via the web.

HelpDesk+ fees are subscription based and customers can therefore easily predict the cost of their IT maintenance and support. A typical plan costs about $80 per user per month which Ignition says is a fraction of the cost of hiring another full time resource, particularly a senior level technical engineer, without jeopardising the availability of IT experts.

It is expected that the majority of HelpDesk+ calls will be handled via advanced secure remote desktop management tools that will enable a quicker resolution and thus increased productivity for customers.

Companies can access whatever level of support best suits their needs as HelpDesk+ provides support from experienced technicians on three levels.

Level one and two for simpler queries such as forgotten passwords or not understanding why their printer is not working while level three technicians can advise clients on more technical network problems, like security policy and its implementation or redesigning their network to take advantage of thin client computing, for example losing their Wide Area Network (WAN) connectivity or managing their Virtual Private Network (VPN).

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