Help Desk Services

Our Help Desk Services provide you with 24 x 7 x 365 support of your Desktop & Server Users for all Level 1 Support.

Deskside Support - This package is ideal for front line support for any number of PCs and peripherals.We support your users 24/7 whether they are in the office, at home or on the road. We will integrate our branded support services with your IT department. If your organization doesn't have an IT department we will fill the role. All escalations will be discussed with someone you identify as the Service Coordinator.  Our customers signing up for this package should expect to receive professional technical support of all products on our Supported Products List.

Server Support - We utilize Remote Control, Remote Desktop, and VPN to establish secure, fast, and inexpensive links between our offices and your Servers to assist in identifying and solving Server Side Problems.  Not only can our Help Desk Personnel address problems, but we can also carry out administrative duties such as resetting passwords, enabling accounts, etc. Currently we provide round the clock remote administration for our clients using any of the following VPN clients software, or Remote Access Tools:

Microsoft L2TP/IPSec VPN Client
Cisco VPN Client 3.5.1 C for Windows
Symantec™ Enterprise VPN 7.0 Client for Windows
pcAnywhere
Remote Desktop Protocol

Escalation Procedures -Our “Escalation Procedures” will have our Help Desk Personnel automatically notify our local Technical Support when there is a need for onsite visits. We will clear these escalations with your identified Service Coordinator.  Advantages of the Help Desk Support:

• Toll Free Service

• Assist with Software and Hardware Usage

• Assist with Software and Hardware Problems

• Most Commercial Desktop Operating Systems supported

• Many Commercial Software Products Supported

• Unlimited Round the Clock 24/7/365 Professional Support Service

• Automatic Escalation Procedure

• Add or subtract units and/or users on a monthly basis

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