Are you searching for a way to resolve your organization’s computer support problems? ITCS can provide you with the computer support you need:
1.
The freedom to focus on your core business objectives.
2. Give your employees and/or customers a professional computer support experience.
As a leading provider of 24x7x365 outsourced remote help desk and on-site services, ITCS has the knowledge and experience to successfully manage your workplace IT requests and incidents. As a Microsoft Certified Partner with deep expertise on the Microsoft product suites, we are a single contact for issues related to networks, servers, desktops and mobile devices. Our help desk, staffed by trained and proficient technicians – resolves problems quickly.
As your partner, ITCS supports your efforts to create a productive, streamlined, reliable and cost-efficient computing environment. To accomplish this, we provide three general categories of support services:
- Remote Help Desk: Gives users phone and online access to local technicians with the training and skills to handle their requests and resolve incidents quickly.
- Remote Assist: Allows specially trained Help Desk technicians to remotely access end-user systems to evaluate and resolve incidents.
- Site Support: Provides on-site personnel who can address infrastructure, hardware and software needs.
| Remote Assist |
For incidents that cannot be resolved by self-help or a help desk assisted contact, our standard Remote capability reduces both the time to resolve a request and the frequency of site support dispatches.
Typically, in response to a request for assistance using our remote service, a specially trained technician gains end-user permission to take virtual control of the user’s desktop. This allows the technician to perform a hands-on investigation and resolution.
This service includes capabilities such as configuration changes, file updates, driver updates and software reinstallation. |
| On-Site Services |
Incidents that cannot be resolved remotely by the technicians staffing a contact center often require assistance at the user's site. While the goal is to ensure this happens as seldom as possible, ITCS On-Site Support provides on-site assistance when it is necessary to address these infrequent events.
The following types of services are delivered through on-site support:
- Hardware Support: Consists of technical diagnosis and repair of defective equipment, either at your location or at an authorized service facility.
- Software Support: Provides resolution for Microsoft software residing on authorized devices. This service covers the diagnosis and resolution of software problems that cannot be resolved remotely by the Help Desk
- Install, Move, Add and Change: Covers installing, moving, adding and changing desktop and laptop whole systems, parts and peripherals. Technicians schedule, complete and document requests. When possible, requests are completed remotely using automation to save time and expense
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ITCS provides your organization with a single point of contact for all end-user IT issues. You will receive consistent guidance and advice in addition to dependable restoration of regular services. Users can access our online Help Desk by phone, e-mail or the web.
Our technicians provide Microsoft application technical support. Our support covers assistance with the with the features, functions and usage of Microsoft software applications.
We utilize approved processes and procedures that we have developed for all aspects of our help desk operation to ensure consistent quality and efficient trouble resolution. We handle everything from operating popular desktop applications to troubleshooting complex computer software and hardware problems.
We work with each of our clients to design a specific Service Level Agreement (SLA) to meet their particular support requirements. It is critical that organizations use quality cost-effective support services to assist their staff, customers, agents, partners, and consultants. Many organizations do not have the management, personnel, facilities, or capital resources to provide internal help desk services properly. Consequently, providing quality technical support can quickly become a budgeting headache and a business nightmare.
ITCS provides a means to:
Improve your customer service
Lower your technical support costs
Improve your business image
Reduce your management headaches
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