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
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Multi-disciplined, expert team.
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Faster resolution times for all issues.
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Optimization of your internal IT resources.
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Access to monitoring & reporting capabilities.
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24/7/365 worldwide and multilingual support
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Replace the need of an internal support team.
HELPDESK CENTER
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Flexible Coverage up to 24/7.
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Dedicated or Shared Support.
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USA-based Agile IT Services.
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Immediate Implementation.
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Every Service Optional/Adjustable
ERROR & INCIDENT MANAGEMENT
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Virus & Malware Quarantine & Deletion.
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System Bug Identification & Purge.
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IT Breakdown & Incident Fix
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Infrastructure Failure Fix.
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Troubleshooting.
USER ONBOARDING & TRAINING
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Meet Remotely (Training & Setup).
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Setup, Configure & Verify Computers.
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Consolidate Licenses & Accounts.
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Setup Helpdesk Tools.
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Machine Cleanup.
USER ASSISTANCE
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User & Password Account Management.
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Internet Access Control and Oversight.
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User Training & Testing.
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Email Accounts Management.
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Software & Hardware Support.
VENDOR SERVICE TRANSITION
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Review Current IT Process.
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Propose IT Transition Plan.
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Get Admin Credentials.
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Gather Documentation.
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Coordinate Service Transition.
SERVER & NETWORK MANAGEMENT
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Network Performance Optimization.
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Hosting & Backup Monitoring Services.
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Physical & Virtual Servers.
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Event Log Monitoring.
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Troubleshooting Network Issues.
KNOWLEDGE BASE MANAGEMENT
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Recurring Issues Identification.
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IT Security Policy Review.
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Create & Improve SOPs.
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Formalize Escalation Procedure.
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Manage & Categorize Tickets.
REPORTING & SATISFACTION MANAGEMENT
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Monthly Report Based On SLA.
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Ticket Volume Per Categories.
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Resolution & Escalation Percentages.
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Detailed Support-log & Backlog Reporting.
KPI MANAGEMENT SUPPORT
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Support KPI Monitoring.
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Gather User Feedback After Each Request.
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Report Satisfaction Metrics.
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Customer Satisfaction Score (CSAT).
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And Others Depending On Requests.
DOCUMENTATION
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Technical & User Guides.
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Vendor & Manufacturer Documentation
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Equipment Labeling.
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Resolution Process Documentation.
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Backlog.
INFRASTRUCTURE & SYSTEM CONTROL
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Data Backup and Recovery.
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Hardware Repair & Update.
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Security Verification.
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Firewall, VPN & Anti-Spyware.
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File & Software Access.
LICENSES & VENDOR MANAGEMENT
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License Expirations & Renewals.
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Software Usage vs License Requirements.
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Vendor Sourcing & Management.
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Manage Warranties.
DEVICE CONFIGURATION & INSTALLATION
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Equipment Setup.
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Remote Installations.
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LAN & WAN Configuration.
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Urgent System Configuration.
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Comms. Channel Management.
IT PROCUREMENT & INVENTORY
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Quoting & Sourcing Equipment/Software.
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Spares Management.
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Product Purchase, Maintenance & Disposal.
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Receive & Ship Products.
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Update IT Inventory.