Support & Helpdesk

Providing quality help desk solutions is the heart of our business. By rendering prompt, responsive answers to your end-users’ IT challenges, we get them back to work quickly. How we interact with your organization depends on your unique requirements. We’re flexible in how we design your help desk solution. Regardless of the resources used, we deliver knowledgeable, reliable, and efficient help desk support.

Supplement Your Help Desk Support Personnel
We can also supply contracted resources to strengthen your support offering if your company already has a help desk in place but requires additional skill sets.

Assess Your Help Desk
We analyze the performance of your help desk. Our experts will ensure your firm is correctly allocating resources, following industry leading practices, and fully leveraging your current technology investment.

Outsourced Desktop Support – Onsite
Supporting your end-users sometimes requires more than just a phone call. The desktop team provides a personal touch by arriving at your desk to troubleshoot problems with software applications, operating systems, printers, and network connectivity. Our certified technicians are not only knowledgeable, but are also friendly and courteous.

Outsourced Desktop Support – Remote
The remote program specifically addresses the challenges of a mobile and distributed workforce. Wherever your users are – home, in an office, hotel, airport – we can support them. We remotely attach to their computers and provide Level 2 support anywhere, anytime. Our agents troubleshoot hardware and software issues as well as install and/or upgrade software. Even patch management, software deployment and asset tracking can be handled remotely. Since Level 2 calls generally require an extended resolution time, users can schedule a remote session at their convenience.

Mobile Solutions
Today’s workforce needs flexible support solutions available anytime, anywhere. Not only can we remotely trouble-shoot and resolve issues with your end-user desktops and laptops, but we can also remotely connect to mobile devices to diagnose and resolve issues faster than ever using available technology.

User Account Provisioning
We provide the toolset, process, and skilled resources to deliver a comprehensive provisioning solution. We will ensure that all tasks are included in the provisioning process, that an audit trail is created and secured, that proper escalations and notifications are in place, and that reports capture and retain all activity. A managed support service will also allow you to centralize user accounts and corresponding audit trails and to eliminate reliance on emails and manual entries.

Executive Premier Support
We recognize that business executives often have special needs and demanding schedules which put them in a class all by themselves. That’s why we offer these individuals an extended level of help desk and desktop support. It’s a proactive program with a dedicated team servicing only executives with 24/7 personal attention and rapid response uniquely tailored to your execs-on-the-go.