IT HELPDESK SERVICES
Are you searching for a way to resolve your organization's computer support problems? Our solution delivers quality customer service experience to your employees and resolve their computer issues so they can get back to work and focus on your business. We have a proactive approach to helpdesk operations with the goal to:
SERVICE TIERS
General Services
- Incident Management
- Problem Management
- Service Level Management
- 24x7x365 Service Desk Availability
- Corporate (Companywide) Communications – outage notifications, high impact incidents, etc.
- Issue Triage and Escalation
- Service Level Performance Metrics Reporting
PC Application Troubleshooting and General "How To"
- Email applications – MS Exchange Outlook
- Office applications – MS Office Basic Suite, SharePoint,
other non-Microsoft applications
- Other business client applications)
- PC system support/OS - Microsoft, Unix, Linux
Basic PC Hardware Troubleshooting
- Hardware diagnostics, memory management and defragmentation, backup, troubleshooting
- Network login password resets, Active Directory, application login management, new employee setup
Network/Connectivity Troubleshooting
- VPN, Blackberry, Citrix, Internet, file and print, FAX, terminal services, PC Anywhere, PDA
- Assistance for users offsite or home-based
Complex Application Functionality Support
- Functional knowledge of application screens and fields
- Complex functional and business app 'how to' questions
- Troubleshooting and resolution of complex incidents
- Deep business and functional knowledge (from a troubleshooting perspective)
Report Development Services
- Custom queries, reports and data analysis
Data Reconciliation Services
- Application data integrity checks/
- Reconciliation of data across application interfaces and other supported applications
Issue Resolution Coordination
- Enterprise wide coordination and communication of major production issues
Software Development Product Support
- Bug fixes, minor enhancements and support for software releases
- Post migration application checkout