Help Desk & Technical Support

Our Help Desk and Technical Support Services provides your end users with unlimited access to our support team. Our experienced engineers team will assist your end users and provide solutions for all their desktop related issues.

Right from their desktop, your employees can interact with our team almost instantly, giving them the opportunity to focus on their work and receive enterprise level support.

Our clients appreciate a familiar team serving them at all times. Each client is dedicated a team of engineers familiar with their network and applications. This approach allows us to resolves issues faster with a great response time.

Our Help Desk and Technical Support Services:

  • Desktop upgrades, installation and migration
  • Business line of application support
  • End user profile and accounts support and management
  • Anti-Virus and Anti-Malware license and management
  • Remote and onsite support
  • Remote worker support

HELP DESK DEPARTMENT

Desk Side Team:
The desk side team (Desktop Support) is responsible for issues related to desktops, laptops, and peripherals, such as personal digital assistants. The help desk assigns the desktop team the second-level desk side issues that the first level was not able to solve. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers, such as repairing software or computer hardware issues and moving workstations to another location.

Network Team:
The network team is responsible for the network software, hardware and infrastructure, such as servers, switches, backup systems, and firewalls. They are also responsible for the network services, such as email configuration, file management, and security issues. The help desk assigns the network team issues that are in their field of responsibility. Networks often have proprietary or open source monitoring devices that forward outage information to help desk systems so that tickets may be automatically opened and primary contacts paged.

Server Team:
The server team is responsible for all of the servers within the organization. This includes Domain Name System (DNS) servers, network authentication, network shares, network resources, email accounts, and all aspects of server software. It also include more advanced services such as those related to databases, storage or content management systems, specialized proprietary services, and other industry-specific server-based applications.

Telecom Team:
Telecom team is responsible for telephone infrastructure such as PBX, Voice-mail, VoIP, telephone sets, modems, and fax machines. They are responsible for configuring and moving telephone numbers, voice-mail set-up and configuration, having been assigned these types of issues by the help desk.

Application Team:
Applications team is responsible for the development of in-house software. The help desk assigns to the applications team such problems as finding software bugs. Requests for new features or information about the capabilities of in-house software that come through the help desk are also assigned to applications groups.


SERVICE DESK DEPARTMENT

Our service desk handles incidents and service requests based on ITIL framework, as well as providing an interface to users for other ITSM activities such as:

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
  • Service-level Management
  • Availability Management
  • Capacity Management
  • Financial Management
  • IT Service Continuity Management
  • Security Management

FOR MORE INFORMATION, PLEASE CALL US AT 416-894-0503