Remote Monitoring and Management: Virtual Help Desk

Virtual Help Desk

Overview

When you sign up for the Virtual Help Desk you’ll experience the benefit of live, U.S.-based technical support for your software and hardware products. Our certified frontline-support technicians are as customer-service friendly as they are knowledgeable about how to use industry-leading internal processes to troubleshoot your technical issues.

The Virtual Help Desk also leverages ATD's Back Office for level 3 desktop and server issues.

While customer satisfaction means everything to long-term success in business, every support call does not require an immediate response from your technical staff. That’s why our highly trained staff provides the appropriate level of service in any given circumstance. Customer issues are then addressed in a timely and thoughtful manner.

Resolving issues

Here’s our approach for resolving issues: A call will first be answered by a Level 1 technician. If the incoming request can be handled within 10 minutes, the Level 1 technician will stay with the call to resolve the issue.

•If the Level 1 technician estimates that the incoming request will take longer, they will (a) hand off the call to a Level 2 technician if one is available, or (b) inform the caller that the issue will be assigned to a Level 2 technician and end the call.
•The Level 1 technician will then place the ticket in the Help Desk ticket queue where it will be assigned to a Level 2 technician. The level 2 technician will then contact the client based on ticket priority.
Help Desk services are available between of 8:00am and 10:00pm EST, Monday through Friday.

Software and Services Covered by the Virtual Help Desk

Software

•Desktop operating systems - Microsoft Windows 2000 and up
•Office suites - Microsoft Office 2000 and up
•Email clients - Microsoft Outlook 2000 and up
•Browsers - Internet Explorer 6 and up, Mozilla Firefox
•Third party/proprietary software
•All third party and proprietary software will be supported on a best effort basis.

Services

•PC and network troubleshooting
•Handheld device configuration and troubleshooting
•Administrative tasks
•Software installations
•Virus/spyware removal
•File/folder restores

Key Benefits

The key benefits of Virtual Help Desk Services include:

•Freeing your internal resources to focus on core business and development projects
•Reducing operational costs
•Outsourcing help desk services, faster than building and staffing your own
•Eliminating the drain on your resources, staff or infrastructure.