Service/Help Desk
Traditionally, the decision was difficult: add staff and build an internal infrastructure to implement your own help desk service, or forgo or minimize this potentiallyexpensive option due to cost, but at the risk of end-user satisfaction. With ProTech's Service/Help Desk there is no longer a need to choose. ProTech's Service/Help Desk makes the decision simple and cost-effective by providing an affordable, scalable, highly technical call center based in the United States, that will help you to lower operating expenses while providing your end-users with quality support, 24 hours a day, 7 days a week.
Support Levels
Level 1: This level of support provides call-answering service, troubleshooting and call-logging. The help desk utilizes a populated knowledge base to help resolve the incident at the initial contact.
- Windows and Apple workstation troubleshooting and triage
- Desktop peripheral hardware
- Use of remote control to help resolve user issues
- Basic how-to questions
- Ability to perform custom escalation based on rules
Level 2: This level of help desk support involves a connection to a server for resolution. Additional trouble shooting scripts enhance the service while a populated knowledge base and remote access allow for troubleshooting issues residing within the core infrastructure. If a problem can't be resolved, a pre-defined call-escalation process will begin.
- Includes all support features of Level 1
- Server-based password resets
- Perform user adds, moves and changes in Active Directory
- Server diagnostics and troubleshooting
Key Features
- Domestic call center
- Round the clock support by certified technicians
- Choice of service offerings
- Customized, dedicated ACD phone line with a script (optional)
- Call-dispatch and escalation capabilities as needed
- ITIL best practices
