Support your end users without the headaches
The importance of today's IT operations requires that you support your employees day or night no matter where they are or what kind of device they’re using. They must be able to get support for their applications and databases anywhere, anytime and on the device that's most convenient for them.
The implications of this, however, are around the clock Service Desk staffing with expertise across an increasing array of technologies and applications. Let OneNeck® IT Solutions take these necessary but non-strategic activities off your hands. Our end user support solutions will give your employees the care they need without burdening you and your staff.
Available 24/7 for any of your employees, OneNeck service desk solutions can perform several functions. We provide a single point of contact for end users with help troubleshooting systems and databases, answering questions and solving known problems. We track and sort user requests to ensure that important issues take priority and that as patterns emerge we can solve any issues on a systemic level.
The value of a centralized service desk system comes not only from expert responses to user issues, but also from the help desk's unique position of communicating daily with numerous employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development for not just IT services but also other strategic areas of the company.
OneNeck's Service Desk provides 24/7 user support, problem tracking and issue resolution for all Level 1 and Level 2 issues. These services include:
- Call-logging, triage and call-management services
- Establishing customer-defined escalation procedures
- Monitoring and troubleshooting jobs
- Providing detailed, monthly call reports and analysis
- Creating and modifying user IDs
- Stopping runaway or hung processes (database, application specific, printer, O/S, etc.)
- Assisting callers with software navigation and use
Nothing can eat up the IT department’s time faster than the requests that flood in from users. By aligning yourself with OneNeck IT Solutions for help desk support, you’ll improve your organizations efficiency, reduce your support costs and improve satisfaction within your own IT department because they can focus on more important, strategic initiatives.