Support desk

A single point of contact for our clients where we manage requests for services against Service Level Agreements.
maintenance & support

Support desk

The MST Service Desk provides a Single Point of Contact for our clients, and will manage a Request for Service, against an SLA, from incident logging until successful resolution of the incident. The Service Desk is aligned to ITIL processes.


  • Can be customised to client-specific requirements
  • Identification of any mission-critical and business-critical sites
  • Automatic triggering of the escalation processes
  • Monitoring of incidents, reporting, resource utilisation, escalation, boot stock, & spare parts holdings
  • The status of a call can be viewed by the client by logging onto the Mustek customer portal and entering the specific reference number

MST can deploy Site Managers per site if required

Apart from the user being prompted to take part in a service delivery survey on the Engineers’ PDA on physical sign-off, we also randomly select calls to query Users on their perception of our service delivery.

The results of these surveys are reported on every month and discussed during the SLA meetings to ensure that MST meet customer’s expectations and to discuss any service improvement plans with customers should a need arise.

This information also provides us with a basis for continuous service delivery improvement.  In the case where no electronic link is available to log the necessary calls, calls can also be captured manually.  In such cases, an SMS will be sent as proof that the call was received and dealt with.  All calls receive a unique number starting at 1 at the beginning of each month, e.g. 1 of 06/2020.

mst projects

Head Office

Think Security Solutions, We Do!

+27 11 237 1650


We Cover South Africa

contact us

MST Midrand: +27 11 237 1650MST Midrand Alternative: +27 11 237 1232Mustek Switchboard: +27 11 237 1000

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