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General Services
- Incident Management
- Problem Management
- Service Level Management
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- 24x7x365 Service Desk Availability
- Corporate (Companywide) Communications – outage
notifications, high impact incidents, etc.
- Issue Triage and Escalation
- Service Level Performance Metrics Reporting
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| 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
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| Basic PC Hardware Troubleshooting |
- Hardware diagnostics, memory management and defragmentation, backup, troubleshooting
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| Security Management |
- Network login password resets, Active Directory,
application login management, new employee setup
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| Network/Connectivity Troubleshooting |
- VPN, Blackberry, Citrix, Internet, file and print, FAX,
terminal services, PC Anywhere, PDA
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| Mobile Support |
- Assistance for users offsite or home-based
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