Help Desk Support

An accessible help desk is your best weapon against costly downtime and is often the key to superior products, profitable customer retention and a highly productive enterprise resource structure. However, designing and maintaining a comprehensive help desk program is a complex challenge. That's why companies turn to us.

Our staff has a proven track record in designing, implementing, managing, and maintaining help desks. Although we have a standard offering, our service is easily tailored to your business needs. By effectively becoming an extension of our client's company, our help desk services can significantly contribute to the success of almost any company.

Benefits

• Maximize employee productivity be resolving issues quickly
• Flexible help desk hours to meet your specific business needs
• Addresses all software issues
• First time remote resolution of 70 percent of calls
• Augment current onsite resources
• Experienced, customer service-oriented help desk personnel

Remote Management

The Remote Management suite is designed to assist clients in maintaining and supporting their IT infrastructure. Our Remote Management offering was developed in conjunction with best of breed Remote Management and Monitoring tools to remotely support client IT infrastructures 24 hours a day, 365 days a year. Remote Management is a flexible offering that includes monitoring and reporting, alert management and resolution, and a host of preventive IT support tasks in one complete package to assure optimal infrastructure performance.

Many companies have discovered that implementing a monitoring solution is a difficult and complex task. Even if you have this capability in-house, many solutions cost far more than budgets allow. The Remote Management suite of services is designed for clients who do not have the resources or budget to implement their own solution but need to monitor their network.

Remote Management services combine fault, asset, performance and support in one complete package. In the IT industry, the most time-consuming and resource-intensive activity is the day-to-day maintenance tasks that demand immediate attention and over-utilize your IT staff. Remote Management is designed to decrease the amount of time spent on these tasks.

The solution is web-based, requires no agents installed on the devices being monitored and can be turned on within hours. The solution has been honed over time to only provide data that is critical and important for the well being of the network. There is no need to sort through alerts that are "noise" or "false positives".

Lastly, the Remote Management service goes far beyond just threshold monitoring and reporting. It also handles "Patch Assessment", "Vulnerability Scanning", and "Security" reporting against your servers to isolate attacks and possible security breaches. These reports that are produced help to meet the auditing requirements associated with Sarbanes-Oxley, HIPAA, and GLBA.

Benefits

• Continually monitors the network, system, and application environment
• Monitors routers, switches, hubs, and WAN connections
• Monitors Windows NT services and processes
• Monitors application availability and latency
• Monitor Microsoft, NT, Novell, and Unix servers
• Rapid identification of problems based on customer-defined threshold limits
• Alerts processed and resolved remotely
• Capacity planning, maintenance, and regulatory documentation
• Enhance staff productivity
• Predictable costs and predictable operations
• Reduced business interruption
• Umbrella coverage
• Access to top technology expertise
• A single source solution
• Only monitor critical devices

Remote Management services are being recommended at this time to allow for a complete managed monitoring solution for all business critical servers and equipment and to address any auditing requirements your network may have.