24x7x365 Help Desk Services
Are members of your IT staff pulled off important company initiatives to deal with user complaints?
Are your users dissatisfied with response times from the IT team?
Is your IT staff stretched too thin?
Are outages and slow networks hampering your employee’s productivity?
Are your IT costs escalating?
Help desk services can be beneficial to companies of all sizes. Companies that have their own internal IT staff can use help desk services to outsource the support of solving end user issues, which are typically repetitive with a limited need for advanced technical expertise.
What are help desk services?
Help desk services are provided by a managed service provider’s (MSP) network operations center (NOC). MSPs can have multiple NOCs running multiple shifts to provide round the clock support. As client issues are reported to the NOC, issues are assigned to the appropriate level of technician. Each technician can track and monitor multiple issues with a closed feedback loop to the client.
NOC technicians will also monitor client environments for uptime performance, and proactively resolve issues before the client is even aware. Ongoing updates of antivirus, malware, antispam, device firmware, and OS are performed to eliminate service and security issues.
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At Corserva, we understand how critical the efficient use of your IT systems is to your day-to-day operations. We pride ourselves on providing clients with always available, best-in-class IT support services. Our continuous service ensures that your critical IT systems and applications are always up and running and that any problems are resolved quickly and accurately by helpful, knowledgeable technicians. Corserva uses ITIL based, industry best practices to enable your users to work efficiently and effectively.
Through Corserva’s remote IT monitoring services, our US based service desk support staff resolves many issues before users are even aware of the risk. During client onboarding, Corserva installs a secure software agent on each device that will continuously monitor the device, including uptime, performance, and updates. From our network operations center, we proactively resolve users’ issues to reduce the potential impact on your business.
With Corserva’s US based 24×7×365 help desk as a service, you gain responsive user support and reporting from a professional team of trained service desk specialists. We operate two 24×7×365 help desk centers from Trumbull, Connecticut and Orlando, Florida.
Dedicate Staff to Revenue-generating Activity
Business executives at growing organizations frequently find that as their business grows, their information technology staff has less time to support critical business initiatives. When the number of users increases, the IT team becomes stretched to the limit. By outsourcing your end user help desk, your IT staff can more readily concentrate on revenue-supporting activities.
Today’s complex technology environments make it difficult for IT teams to support every type of user issue, especially if it’s one they haven’t come across before. A reliable provider of managed help desk services can more quickly solve user issues than internal IT staffs because of the wide range of experience they have serving multiple customers, as well as their depth of expertise in a particular technology, such as cybersecurity.
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What can you expect in a managed help desk service provider?
The right managed help desk service provider will provide technical support to your users 24×7 to solve their issues, and provide you with all the help desk functions that you need. Users will have faster, more comprehensive support, all delivered at a lower cost than you could provide with in-house staff. You will better control your security risk across the network, including risks inherent in BYOD, by leveraging your access to security experts at your MSP. Users will experience better performance from systems that will increase efficiency across the organization.
Features of Corserva’s IT help desk support services include:
Incident and service request management while applying proper classification and prioritization codes
Support for desktops, laptops, mobile devices, servers, storage, network devices and more
Support for Windows, MAC, and Linux operating systems
Service asset and configuration management, knowledge management and change management
Guaranteed service levels via SLAs
Web-based customer portal to create new service tickets and monitor the status of existing requests and incidents
Monthly performance reporting detailing all service activities, response times and SLA compliance
Resolution of incidents and service requests as quickly as possible
Escalation of incidents and service requests that cannot be resolved within agreed timelines
Best-in-class customer service
Help Desk Processes
All Corserva tickets are tracked and monitored for strict adherence to contract service level agreements (SLA). Corserva’s SLAs for each managed service stipulate response time requirements for reported issues as well as escalation timeframes based on priority levels. As part of our ticket management process, Corserva provides complete transparency to its clients, enabling them to access their customer portal to view the status of their tickets at any time.
1. New Service Request
The end user reports an issue by phone, web form, or email.
The reported issue is entered into and tracked in our ITIL-based ticket management system via a unique service ticket number.
The user receives an email notification referencing their service ticket number, indicating that the issue has been received and logged.
The ticket is assigned a priority based on the specific type of issue that is encountered, and the expected impact that this issue will have on the customer’s business.
Corserva routes the ticket to the best resource to handle the issue in the most expedited way.
6. Customer Updates
The user receives email notifications on the progress of the work as the technician works to resolve the issue.
7. Issue Resolution
The issue is resolved and the technician records notes on steps taken to resolve the issue and how to prevent the issue from reoccurring in the future. After the ticket and resolution information is reviewed by the service desk manager, the ticket is closed and the user is notified of resolution.
Delivering optimal value to clients
Best practices in IT service management (ITSM) require that the correct processes are followed by a provider to meet the IT needs of clients.
ITIL is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. Corserva uses ITIL based, industry best practices to deliver exceptional performance and value to our clients by constantly seeking ways to improve how our clients are using technology.
We start by evaluating the current state of your complete IT landscape. We make recommendations for changes that will enable you to meet your business objectives and identify and track metrics for determining when objectives are met.
Corserva develops a network design and IT infrastructure.
To achieve the future desired state, we develop execution plans in a phased evolutionary fashion.
We execute the agreed-to plans with your IT resources across the enterprise to achieve the future desired state.
5. Continual Service Improvement
On an ongoing basis, Corserva manages, maintains, and seeks methods for improvement, focusing on meeting business objectives. We adapt plans and integrate enhancements as needed.
Understanding your environment
A frequently overlooked but critical step when providing managed services is to first assess and document the customer network environment. The technology infrastructure of any organization has become much more complex than even just a few years ago. New technologies such as cloud, Big Data, and IoT have provided great opportunities for companies to innovate, but have also exposed new risks to the network. Without thoroughly documenting a customer’s environment, resolving future issues will cost the customer more time and money than is necessary.
Often, a new customer will initially seek us out to help them solve a specific problem. Invariably, during engagement with the new customer, we discover previously unknown risks of which the customer was not aware caused by unintentional connections throughout the network. It is understandable how this situation occurs when you take into account how a network changes over time. It’s relatively easy to create an efficient network of servers and workstations when you start from scratch; but that’s not realistic. At most companies, networks have grown and changed over time both geographically and as new technologies were introduced.
When you outsource your IT help desk services to Corserva, you gain these benefits:
When your internal IT staff can focus on the business initiatives that drive increased revenue, instead of user issues, your organization becomes more efficient.
Happier IT Staff
Dealing with minor user issues all day can be frustrating for your internal IT staff. By outsourcing user support to Corserva, your IT staff can work on the more rewarding technical projects.
When your users can get support for technical issues 24x7x365, regardless of how busy your internal IT staff may be, a common source of frustration is eliminated and your employees can be more effective.