Boston Help Desk

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Service Desk

Remote Assistance

Pick up the phone and get help. Right away!

Diagnosis, troubleshooting and repair of network, server & end user IT problems.

The Boston HelpDesk Service Desk utilizes two-tiered support systems to provide rapid response and conclusive resolution of our clients' end users problems. Our staff uses secure high-tech remote management tools that allow us to work desk side to our end users in a virtual environment.

Through the Boston HelpDesk Service Desk, all requests for service are originated, prioritized and routed to the appropriate support personnel for resolution. It is through our Service Desk where end users and Boston HelpDesk staff freely collaborate on issues in a team environment, and specialized support issues are escalated to the appropriate staff. This provides for efficient problem resolution and a better experience for our end users.

Boston HelpDesk Remote Assistance

Remote Desktop Support	Remote Network Support	Remote Systems Engineering
Bench repairs Virus/spyware cleanup Desktop applications Printing problems PC performance issues Mobile device configuration End user training Handheld devices	Server applications Network and server performance Network printing Network and server administration User administration	Critical business applications Core network equipment Network security Network architecture Advanced network troubleshooting

The Boston HelpDesk Service Desk is staffed with skilled HelpDesk 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 cannot be resolved remotely are quickly escalated to our next level for onsite support. Our Service Desk statistics show that we have been able to resolve over 70% of all end user issues within the Service Desk in fewer than 20 minutes. This provides our end users with more immediate resolution to their problems and ensures that onsite support is utilized when needed most.

Call Prioritization & Escalation

An important component is prioritizing all end user issues. This helps us to respond to our clients needs in a timely way that is appropriate for the level of service required.

Priority	Description	Criteria	Call-Back Response Time	On Site Response (if required)
1	Mission Critical	Critical system down. Business severely impacted.	10 min.	< 4 hours
2	Mission Support	Critical system degraded. User severely impacted.	10 min.	Next day
3	Tertiary Systems/Scheduled Support	Non-critical system down. Scheduled service required.	10 min.	Scheduled

 

What can our Service Desk do for you?

• Increase access to IT support through a single point of contact
• Provide better-quality and quicker turnaround of users support requests
• Enhance focus and a proactive approach to Service
• Reduce negative business impact
• Provide better managed infrastructure
• Provide more meaningful management information to support decisions.

TEI Biosciences
"In today's business climate managing cash flow and maximizing ROI is critical, and the Boston HelpDesk helps me do both. Unlike other similar company's there is no 78 page contract loaded up with hidden fees and 'special' charges. One simple easy to read agreement with one low monthly fee; and my problems become their problems. I know exactly what my outsourcing costs are going to be every month, and my budgets have never been more accurate and expenses as predictable; no more nasty surprises when that 'fixed' bill comes in, or wild fluxuations month to month as with the pay-as-go models."

Mark D. Richardson, Senior Manager of Operations,
TEI Biosciences Inc.