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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

  • 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)

  • 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