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24/7 Helpdesk Services

Your IT ecosystem is only as good as the quality of service it provides to your users. Ensure a reliable provider of service and promptly tackle any issues that may arise with a dedicated helpdesk solution that is tailored to your business needs and budget

Approach

  • Multi-disciplined & expert team

  • Faster resolution times for all issues

  • Optimization of your internal IT resources

  • Access to monitoring & reporting capabilities

  • 24/7/365 worldwide and multilingual support

  • Replace the need of an internal support team

Helpdesk Center

  • Flexible coverage up to 24/7

  • Dedicated or shared support

  • USA-based agile IT services

  • Immediate implementation

  • Optional & adjustable services

Incident Management

  • Troubleshooting

  • System bug identification & purge

  • IT breakdown & incident fix

  • Infrastructure failure fix

  • Virus & malware quarantine & deletion

User Assistance

  • User & password account management

  • Internet access control and oversight

  • User training & testing

  • Email accounts management

  • Software & hardware support

Server & Network Management

  • Network performance optimization

  • Hosting & backup monitoring services

  • Physical & virtual servers

  • Event log monitoring

  • Troubleshooting network issues

User Onboarding

  • Remote training & setup

  • Setup, configure & verify computers

  • Consolidate licenses & accounts

  • Setup helpdesk tools

  • Machine cleanup

KPI Management Support

  • Support KPI monitoring

  • Gather user feedback after each request

  • Report satisfaction metrics

  • Customer satisfaction score (CSAT)

  • Others based on requests

Vendor Service Transition

  • Review current IT process

  • Propose IT transition plan

  • Get admin credentials

  • Gather documentation

  • Coordinate service transition

Reporting & Satisfaction Management

  • Monthly report based on SLA

  • Ticket volume per category

  • Resolution & escalation percentages

  • Detailed support-log & backlog reporting

Knowledge Base Management

  • Recurring issues identification

  • IT security policy review

  • Create & improve SOPS

  • Formalize escalation procedure

  • Manage & categorize tickets