Desktop Support And Help Desk Administration
We have created a live human interface combined with help desk support solution that provides a better customer service experience. Our approach focuses on answering the phone in a timely manner which makes customers happy that they are assigned to a person versus an Artificial Intelligence to solve their technical problems. These are not macros, or automated routines but old-fashioned customer service agents that will answer the phone and solve technical issues immediately to carry out the task or notify the stakeholder on a time they will receive a call back. Our service level agreement provides the capability for the client to set up a multilingual help center and power its personnel that can provide global support around the clock, 24/7/365 days a year. Our goal is to ensure we staff each live call with a live person and provide the necessary customer service metrics to monitor action being taken to ensure our customers are satisfied with the support we provide each time there is a help desk or desktop maintenance interaction. We thoroughly trained our disabled worker to deliver high-quality support on time that provides the recommendations to solve most problems without escalation to a higher tier of support which eliminated unhappy customers Our cleared staff can be trusted to provide the personnel assistance each call with the confidence that the information shared will only be used to complete that individual customer interactions. Our Solution provides high quality personnel that are able to solve complex IT problems with no extra effort. We offer extensive Help Desk Solutions with key features at a low-risk price. Highlight of Our Help Desk Solution Serve as IT Specialists responsible for receiving and remediating customer complaints, answering customer questions and providing recommendations related to the overall use of a computer system. Provide telephonic support for desktop hardware, software and connectivity
Operate and maintain a centralized help desk using a web-based help desk system to record all IT support requests originating from authorized personnel.
Analyze and resolve problems as well as escalate support requests to higher level IT support as needed.
Support will also involve contacting vendors, commercial technical support providers and maintenance contractors for resolution.
Perform upgrades to hardware and software as needed.
Participate in weekly meetings and planning sessions as scheduled by NPS staff.
Respond to security alerts as reported by users and as directed by the IT Security.
Record all requests for assistance, actions taken/resolution using a web-based help desk program.
Respond to all support requested as determined by the following classifications: (urgent and emergency request criteria will be established by jointly)
Provide summary reports on helpdesk activity as needed:
Work on various projects to support the delivery of information technology support services to users, including but not limited to the development of databases, reports, user and technical documentation and other related tasks as needed.
Creates, troubleshoots, administers and maintains network logon accounts, email accounts, trouble ticket accounts and other login accounts. Responsible for resolving desktop related trouble tickets using IT Ticketing System. Provide and sustain effective Tier 2 desktop and remote support for clients. Draft and maintain best performance practices documents to include configuration guides, placement diagrams, wiring schemes, maintenance logs, equipment databases, and operating procedures to capture and immortalize best practices. Diagnose, troubleshoot and repair problems reported by end users regarding the Information Systems and other hardware that has been provided for their use. Coordinate with appropriate equipment vendors as necessary to diagnose problems, perform troubleshooting, and install replacement components for defective parts. Obtain and maintain record for the following support provided by equipment vendors:
- Shipping charges
- Travel (if necessary)
- Labor
- Records/reports
- Documentation
- Technical advice
- Standard commercial warranty
Develop a list of hardware and software to be supported. Provide advice to the client on operational issues (e.g. workload, quality control, system configuration and performance, etc.) and participate in meetings as needed.
Provide inventory control where no property is issued, removed, or put into service without a property pass or other valid authorization.
Record and maintain records of all computer equipment (transfers, removals, disposition of IT property) and reconcile this information concurrently with the annual NPS property inventory.
Complete a hand receipt and maintain a log of all items removed or replaced and the status of disposed items, to include recycled and turn-in items of low dollar to include un-repairable items. Provide information required to maintain a life cycle replacement plan (based on a 4-year replacement cycle) for all desktop/notebook equipment assigned to client employees.
Provide excellent written and verbal communications and customer service skills.
Highlights Of Our Computer Maintenance Support
Perform computer maintenance and support for computer workstations, servers, and printers:
- Initial set-up, configure and repair Information Management Systems and their associated peripherals.
- General maintenance and repair-onsite and off-station
- Hardware and software installation/diagnostics - Independently configure and install desktop and laptop Microsoft Windows Operating Systems and install software applications and hardware devices on Information Management systems.
- Administrator support: including routine maintenance, monitoring, site blockage and install software updates, patches, and all critical updates
- Supports and maintains IT systems using the current operating system.
- Troubleshoot and repair Information Management End-User devices, for example computers, monitors, printers, and scanners.
- Work with NPS Active Directory to modify user accounts, unlock, and reset network accounts as needed.
- Administer network-based computer security training course completion for new employees as needed.
- Network security-virus and firewall protection
- Data backup and data recovery
- Networking printers
- On station monthly preventative maintenance, including:
- Running a scan for viruses, adware, and Spyware
- Running a scandisk/defrag
- Clearing out any temporary folders, cookies, cache, recycling bins, etc.
- Clean computers and printers to prevent possible problems
Provides computer maintenance diagnostic software, perform special testing, records/report at no additional cost to the client:
- Diagnostic software
- Special testing