Setting up IT help desks for IT infrastructure support and management.
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 for user queries, each issue is logged & 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).
Remote management using remote troubleshooting tools for effective first call resolution.
Knowledge base creation and updation.
Asset & configuration management - Single point for managing hardware and software assets using both remote discovery and asset tracking tools.
Change management - Periodic trend analysis and pro-active change planning.
The help desk services cover Level 1 / Level 2 and higher levels of support across a wide range of products and technologies.