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Helpdesk
Support
Services
GAITS helpdesk services can be tuned depending on the size of the organization
and the array of technology being supported. The requirements for IT help
desk support ranges from basic trouble ticketing and first level support
for medium-sized organizations, to large organizations help desk operations
needing a complex mix of proactive and self-service tools, remote control
and diagnostics and strict service-level tracking and reporting.
Our help desk services include:
- Providing single point of contact for IT users of an enterprise across
locations and geographies
- IT Infrastructure support covering desktop/laptops, servers, operating
systems, office productivity suites, email & browser support, network & connectivity
issues, line of business & custom applications
- Incident management or (trouble ticket management) for user queries, so
each issue is logged and monitored until resolved
- Workflow engine to move issues through a defined flow from open to closed,
including monitoring that response time is within the guidelines of any
existing service-level agreement (SLA)
- Web self-service allows employees to access online knowledge bases to search
for solutions, open and update support incidents and even perform password
resets
- Technology refresh – Enhancements and upgrades
- Implement leading help desk technologies such as remedy, advanced help
desk (from CA), magic help desk, track IT, service desk (from HP), clarify
etc.
- Remote management using remote troubleshooting tools for effective first
call resolution
- Asset & configuration management – Single point for managing
hardware and software assets using both remote discovery and asset tracking
tools
- Software distribution and license management
- Security management and virus control
GAITS Helpdesk services covers Tier I, Tier II and Tier III support across
a wide range of products and technologies.
We build our solution to ensure:
- We maintain a High Level of Customer Satisfaction at all times
- Optimize existing client investments in technology to keep startup costs
low
Flexibility of the solution to scale to additional numbers / types of applications
GAITS Skilled and Experienced Staff
The GAITS Help Desk personnel have experience in supporting a wide range
of operating systems, commercial off-the-shelf software, enterprise software
and custom applications. GAITS can provide Tier 1 through Tier 3 levels
of support depending on the customers needs. The GAITS Help Desk team currently
supports hundreds of applications and continually upgrades the team's knowledge
of new applications, technology, and problem resolution skills by investing
in ongoing training. This commitment to training our employees has produced
one of the best retention rates in the industry. The ability to retain
experienced, well-trained personnel, who become familiar with customer's
systems, people and business, creates consistent, high-quality helpdesk
support.
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