REMOTE HELPDESK

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

Approach Red.png
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.

  • Every Service Optional/Adjustable

ERROR & INCIDENT MANAGEMENT
  • Virus & Malware Quarantine & Deletion.

  • System Bug Identification & Purge.

  • IT Breakdown & Incident Fix

  • Infrastructure Failure Fix.

  • Troubleshooting.

USER ONBOARDING & TRAINING 
  • Meet Remotely (Training & Setup).

  • Setup, Configure & Verify Computers.

  • Consolidate Licenses & Accounts.

  • Setup Helpdesk Tools.

  • Machine Cleanup.

USER ASSISTANCE
  • User & Password Account Management.

  • Internet Access Control and Oversight.

  • User Training & Testing.

  • Email Accounts Management.

  • Software & Hardware Support.

VENDOR SERVICE TRANSITION
  • Review Current IT Process.

  • Propose IT Transition Plan.

  • Get Admin Credentials.

  • Gather Documentation.

  • Coordinate Service Transition.

SERVER & NETWORK MANAGEMENT 
  • Network Performance Optimization.

  • Hosting & Backup Monitoring Services.

  • Physical & Virtual Servers.

  • Event Log Monitoring.

  • Troubleshooting Network Issues.

KNOWLEDGE BASE MANAGEMENT 
  • Recurring Issues Identification.

  • IT Security Policy Review.

  • Create & Improve SOPs.

  • Formalize Escalation Procedure.

  • Manage & Categorize Tickets.

REPORTING & SATISFACTION MANAGEMENT
  • Monthly Report Based On SLA.

  • Ticket Volume Per Categories.

  • Resolution & Escalation Percentages.

  • Detailed Support-log & Backlog Reporting.

KPI MANAGEMENT SUPPORT
  • Support KPI Monitoring.

  • Gather User Feedback After Each Request.

  • Report Satisfaction Metrics.

  • Customer Satisfaction Score (CSAT).

  • And Others Depending On Requests.

DOCUMENTATION
  • Technical & User Guides.

  • Vendor & Manufacturer Documentation 

  • Equipment Labeling.

  • Resolution Process Documentation.

  • Backlog.

INFRASTRUCTURE & SYSTEM CONTROL
  • Data Backup and Recovery.

  • Hardware Repair & Update.

  • Security Verification.

  • Firewall, VPN & Anti-Spyware.

  • File & Software Access.

LICENSES & VENDOR MANAGEMENT
  • License Expirations & Renewals.

  • Software Usage vs License Requirements.

  • Vendor Sourcing & Management.

  • Manage Warranties.

DEVICE CONFIGURATION & INSTALLATION
  • Equipment Setup.

  • Remote Installations.

  • LAN & WAN Configuration.

  • Urgent System Configuration.

  • Comms. Channel Management.

IT PROCUREMENT & INVENTORY
  • Quoting & Sourcing Equipment/Software.

  • Spares Management.

  • Product Purchase, Maintenance & Disposal. 

  • Receive & Ship Products.

  • Update IT Inventory.