REMOTE HELP DESK OUTSOURCING – SITE SUPPORT SERVICES
Dashflows has the knowledge and experience to successfully manage your business’ IT requests and incidents, being a leading provider of 24x7x365 outsourced remote help desk and on-site services. Being a Microsoft Gold Certified Partner with deep expertise on the Microsoft product suites, we are a single contact for issues related to networks, servers, desktop and mobile services. Our help desk, which is composed of trained and proficient US-based technicians, resolves problems as quickly as possible so that your employees stay productive.
As your partner, Dashflows supports your efforts to create a productive, streamlined reliable and cost-efficient computing environment. To accomplish this, we provide four general categories of support services, namely: Self-Help Services, to allow users to report and resolve many incidents on their own with tools they access from their desks; Remote Help Desk which gives users phone and online access to US-based live technicians with the training and skills to handle their requests and resolve incidents quickly; Remote Assist which allow specially trained Help Desk technicians to remotely access end-user system to evaluate and resolve incidents; and, Site Support which provides on-site personnel who can address infrastructure, hardware and software needs.
Dashflows’ technicians-assisted support service is enhanced by robust self-service tools, accessible via a web portal that is readily available to user’s 24/7. In this way, end user’s are able to resolve an incident on their own or request simply by submitting an online form. This service includes the following: Web Request which lets users create a request, report an incident and review the status of submitted requests using the user portal or over the telephone; and, Knowledge Base Access which lets users search for solutions within a knowledge base anytime, anywhere. This capability provides a globally consistent knowledge store for self-resolution of incidents.
How Help Desk Works
Dashflows’ Remote Help Desk provides your business with a single point of contact for all IT issues of end-users. It can be accessed by phone, e-mail or the web. Our live support technicians provide Microsoft application technical support which covers assistance with the features, functions and usage of Microsoft software applications. We follow a simple workflow process that delivers fast and efficient incident resolution, keeping all users at maximum productivity.
When incidents are not resolved by self-help or a help desk contact, Dashflows’ Remote Assist (RA) capability reduces both the time to resolve a request and the frequency of site support dispatches. Typically, a specially trained US-based Help Desk technicians gains end-user permission to take virtual control of the user’s desktop in response to a request fro assistance. The service includes capabilities such as configuration changes, file updates, driver updates and software reinstallation. RA services are managed according to Dashflows’ Security best practices and standards.
If an incident cannot be resolved remotely by the technicians, such incident requires assistance at the user’s site. While the goal is to ensure this happens as seldom as possible, Dashflows Site Support readily provides assistance when necessary. The following services are delivered on-site: Hardware Support consisting of technical diagnosis and repair of defective equipment, either at user’s location or at an authorized service facility; Software Support, providing resolution for Microsoft software residing on authorized devices. This service covers the diagnosis and resolution of software problems that cannot be resolved remotely by the Help Desk; and, Install, Move, Add and Change (IMAC) which covers installing, moving, adding and changing desktop and laptop whole systems, parts and peripherals. Whenever possible, IMAC requests are completed remotely using automation to save time and expense.
Quality Control and Reporting
Dashflows’ solution incorporates tools that increase efficiencies and allows us to chart the quality of service that your end user’s receive such as: Interactive Voice Response (IVR) and/or Automatic Call Distribution (ACD) which routes calls to a technician group with the appropriate skill to expedite resolution; Request tracking systems to globally monitor and track all requests for performance evaluation which be customized to meet your unique reporting requirements; Quality management tools to enable ongoing quality improvement as a result of trailing online user satisfaction surveys and supervisor-operated technicians call-monitoring tools; and Reporting options to provide relevant data from daily operations to show performance metrics.
Ensuring a Smooth Transition
To have a smooth transition to a Dashflows’ Help Desk solution, you must make a through review of your current sites and their support processes. Thorough this, we can develop a detailed transition plan, which includes timelines and project management for all activities and milestones. These plans ensure structure and management so that user’s receive the support they need during transformation without any interruption.