Clients  Partners  Newsroom  Contact Us  Offers

	The heart of our Boston HelpDesk support service is our Call Center. The Boston HelpDesk Call Center serves as the focal point of all communications and the primary custodian of all end user support issues.

24/7 Remote Support

Through the Boston HelpDesk Call Center, all requests for service are originated, prioritized and routed to the appropriate support personnel for resolution. Through our Call Center, end users and Boston HelpDesk staff can freely collaborate on issues in a team environment, and specialized support issues can be escalated to the appropriate staff. This provides a more efficient problem resolution and a better experience for our end users.

The Boston HelpDesk Call Center is staffed with skilled Help Desk Analysts and Engineers who are able to effectively troubleshoot and resolve end user issues both over the phone and through our remote management tools. Issues that can not be resolved remotely are quickly escalated to our next level for onsite support. Our call center statistics show that we have been able to resolve over 70% of all end user issues within the call center in under 20 minutes. This provides our end users with more immediate resolution to their problems and ensures that onsite support is utilized when needed most.

Our Boston HelpDesk Service

The Boston HelpDesk service features a team of expert Help Desk Analysts and Engineers who become intimately familiar with our clients, our clients business, and our clients technology.

• Unlimited Call Center Support for all end users

• 24x7x365 On-Call Support (outside of call center hours)

• Remote Maintenance: Fixes, Patches & Updates to Client Computers, Network Servers & Network Devices

• Remote Monitoring: Alerts & Warnings - Antivirus, Data Backup, Power/Surge, Windows Event Log Errors, Disk Space, CPU and Memory Utilization, Network Traffic Utilization

• Remote Resolution: Diagnosis, Repair and Troubleshooting of WAN/LAN & End User IT Issues using remote control technologies

• Access to a diverse team of highly trained and specialized IT professionals

• Fixed hourly rate for all onsite technical support and strategic consulting

Remote Management Services

Maintenance, Monitoring & Repair of Desktops, Servers and Networks

The Boston HelpDesk Remote Management service provides enhanced Call Center troubleshooting and resolution for end user issues as well as remote maintenance and monitoring of client networks. Remote Maintenance allows our staff to access servers, desktops and other network devices for diagnosis, repair and troubleshooting. Our use of technology to remotely access, troubleshoot and repair your systems from our call center provides you with more immediate service and saves on-site fee's that may otherwise be incurred. Our remote capabilities also allow us to service administration requests such as user creation, deletion and security changes. Remote Monitoring enables our staff to monitor critical events and items via the use of alerts and warnings sent to our call center.

Remote Monitoring: Alerts & Warnings

The Boston HelpDesk offers a flat monthly fee alternative for onsite service (BHD Plus) for a totally predictable IT support budget. In elimination of the hourly fee for technical support, the Boston HelpDesk manages all onsite time, applying resources to each onsite issue as needed in order to meet our Service Level Agreement with our client.