Good help desk support enables companies to meet the technical needs of its employees, increase employee productivity, control administrative costs and maintain their network. Many companies do not have the bandwidth, desire or capabilities to fully address this function.
So how does a Help Desk go wrong? When technicians:
- Are bombarded with questions and do not have the time to solve problems
- Do not have the skills or training to answer questions or fix the issue
- Lack remote access to your users’ computers and system
- Are not available to meet the daily needs of users
The Right Approach
At Rightpoint, we understand the importance and value of a reliable IT Help Desk. Companies turn to Rightpoint to augment or replace their existing IT Help Desk. Our sophisticated helpdesk solution, RightAssist™ allows users to communicate with Rightpoint support professionals through various channels — voice, online chat, remote sessions or email— and to track their issue status through resolution.
Rightpoint’s Help Desk has a deep understanding of various IT programs and issues to help our clients, including:
- Desktop operating systems support
- Network, user and security administration
- Redundancy of power and storage for disaster prevention and/or recovery
- Firewall security to prevent unauthorized tampering with customer data
- Daily on-line encrypted backup of data to remote vaults
- Upgrades to the latest technology and application enhancements
- Wireless technology support
Our Help Desk is designed around a tiered support level approach to provide the most appropriate support to users.
- Tier 1 Support: Provides basic application software and/or hardware support to callers
- Tier 2 Support: Provides more complex support and/or subject matter expertise on application software and/or hardware
- Tier 3 Support: Provides support on complex hardware and network operating system software and usually involves certified systems engineers.
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