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.