We support multiple clients across a number of industries with Remote Help Desk across several states. Where geographically possible, we dispatch as needed.

Need:

A client in the professional services industry with 25 employees approached Netsafe to provide day-to-day Remote Help Desk support for their users. They have several employees working remote across several different states. The challenge was to provide technical support when an employee had a computer issue in a timely fashion no matter where they were located. Our client’s needs didn’t warrant hiring a full-time employee. Their network isn’t complex, consisting of one or possibly two servers.

In addition to the Remote Help Desk, the client wanted one provider to be the focal point to facilitate the resolution of issues with the telephone system, internet service provider, printers and Quickbooks upgrades.

Solution:

Netsafe proposed a Remote Help Desk support solution encompassing unlimited business hours access to their Remote Help Desk. The Help Desk is staffed with a bank of technicians and a ticketing system, so they can bring an issue to closure quickly and document the event. The help desk solution encompasses the following:

• Unlimited access to Business Hours Help Desk.

• Monitoring tools deployed to each computer.

• Monitor backup success.

• License and warranty tracking.

• Priced at a flat rate based on users and network infrastructure.

Project and dispatch labor is billed on a per incident basis.

A typical company utilizing the Remote Help Desk has between 10-25 employees.

Benefit:

• Almost real-time access to technical support

• Highly cost effective as compared to having a technician on staff

• Access to engineers to help plan and design network for future applications

• We act as intermediator for the internet service providers and 3rd party application providers to help eliminate needless finger pointing and improve productivity.