Request for Help Desk Services

While you want to focus on your core business, have you been forced to worry about issues such as these? These are just a few of the many issues that you may face while trying to manage your IT environment all on your own, also which can be easily solved with our Managed IT Help Desk Support Services.

Day-to-day operational challenges:

  • Spyware/Malware
  • Data Theft
  • Network Viruses
  • Escalating IT Support Costs
  • Email Spam/Worms/ Phishing Attacks
  • Security Threats
  • No/Poor Control Over User Support
  • Day-to-day Operation Hassles…and many more

Our Managed IT Help Desk Support Services can play a pivotal role to help you regain control of your core business without having to worry about managing your software and hardware. You can focus all your energies on your core business while your IT environment lies in the safe hands of an expert team of certified professionals who are the best at what they do.

Our Help Desk Service Offerings
We offer IT Help Desk Support Services to you through two customizable and efficient service models. As per your business needs, you can choose any of the two models from:

Standalone Help Desk Services Model
Through the ‘Standalone Help Desk’ Services Model, we offer IT Help Desk Services to you in an entirely independent mode where we take total care of your IT environment. Moreover, you can avail these services through a customizable services portfolio where you can choose the help desk support services that are best suited as per your business and IT environment needs.

Help Desk + NOC Services Model
Through the ‘Help Desk + NOC’ Services Model, we offer IT Help Desk Support Services in combination with Managed NOC Support Services. In this model, we take complete care of all your IT and NOC related issues. Moreover, you can avail both the IT Help Desk and NOC services through a customizable services portfolio where you can choose the kind of support services that are best suited as per your business and IT environment needs.


Overview


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White Paper

Key Features – IT Help Desk Support

Tiered-Level Support: We offer IT Help Desk Support through four well-defined tiers: Tier 0, Tier 1, Tier 2, and Tier 3 Support. Each of these tiers handles help desk ticket support and resolves issues of different severities that require varying levels of expertise.

Critical Incident Management: Our Help Desk Support has a separate, well-defined process and team that handles critical incidents. During the event of a critical incident, our Critical Incident Management Team (CIM) springs into action and works ceaselessly to resolve the issue. The CIM also coordinates with the relevant business and IT stakeholders to keep them regularly updated based on the escalation matrix.

Global Account Management Automation: We offer automated user provisioning and de-provisioning processes in our Help Desk Services by using workflow and identity management tools.

24x7x365 On-demand Help Desk Support: Our Help Desk Service plans include live 24x7x365 days on-demand support. You can reach our expert help desk staff via the phone, email, or web support.

Onsite/Offsite Helpdesk Services: We provide both onsite as well as offsite helpdesk support services. Through our onsite helpdesk support, we provision an onsite resource who will work in the client’s IT department. Through our offsite helpdesk support, we offer remote support run from our state-of-the-art support center. Either of the support services will help you to eliminate your IT support worries and concentrate on your core business functions.

Proactive Infrastructure Management: Our infrastructure management services will help to monitor, manage, and optimize your core computing infrastructure. Our certified engineers will help you to gain maximum benefits from your technology investments and help decrease your business costs.

Your ExterNetworks Advantage

  • Guaranteed Service Levels
    ExterNetworks offers IT Help Desk Services that are strictly bounded by written guaranteed service levels. We maintain stringent time bands at each Tier Support by which time an issue must be resolved or escalated. These time bands are part of ExterNetworks internal operational procedures used as a double measure to ensure expedient resolution in line with the SLA commitments for each customer.

  • Transparency & Accountability
    We are committed to offering you an open account of all the IT Help Desk Support functions that we have performed through comprehensive reports that provide you with the latest performance metrics.

  • Best-in-class Tools & Processes
    Our services use invaluable tools and industry best practices and processes to provide you with unmatched IT Help Desk Support Services and best help desk ticketing system at affordable prices.

  • Preventive Resolution of Issues
    We carry out proactive monitoring, detection, isolation and resolution of IT issues that might impact your business and its processes. The proactive analysis allows identifying potential issues before they become problematic and cause untimely IT failures.

  • Certified Experts and Experience at Your Service
    Our team of certified engineers takes the best care of all your IT Help Desk Support needs.

  • Enhanced User Experience
    We strive not only to offer efficient help desk support services for your IT environment but also to become a trusted support system for your employees and customers. We use continuous feedback gathering through surveys and quality monitoring to improve our help desk services to provide enhanced user experience to your staff and customers.

What Do You Gain from Our Helpdesk Services?

  • Avoid IT Crisis: Our Help Desk Services will help resolve any critical issues before they can lead to a significant IT crisis and bring your business to a standstill.

  • Absolute Freedom from IT Worries: You will gain total freedom from all your IT worries through our IT Help Desk Service offerings. This will allow you to focus on your core competencies with complete peace of mind.

  • Real-time Dashboard Monitoring: We provide you with an IT Health Dashboard that will help you get a real-time status of your enterprise IT at-a-glance.

  • Expert Support across Diverse Technologies and Platforms: You will get the best Help Desk Services in a diverse variety of technologies and platforms with our certified engineers taking care of your IT needs.

  • Cost-efficiency through Reduced IT Support Costs: You can enjoy the benefits of reduced IT Support Costs through our cost-effective and efficient Help Desk Services.

  • Enhanced Productivity: Your employees and customers can be free from the stress of IT worries and focus on their core jobs which lead to greater productivity and improved user experience.

  • On-demand IT Support: With our Help Desk Services, you can avail on-demand IT support from our expert team of engineers who are just a call or click away!

  • Regular IT Health Reports: You can know how your IT environment is performing and its status through a regular quarterly report on Lifecycle Management, Network Health, Warranty and much more.

Call now to speak with a sales engineer: 1-732-624-1951