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Helpdesk Support (Remote & Onsite)

Network errors can strike at any time, leaving your business’s infrastructure at risk. They can create downtime that will significantly affect your productivity and your profits, no matter the size and severity of the issue. It is unrealistic that your IT staff can physically look after your systems on a 24/7 basis, and even less that they are present to advise you on any system issues.

If you decide to invest in an IT managed service provider (MSP), one of the services you will receive is a fully managed remote Helpdesk. This service consists of a centralized location where IT professionals can monitor the status and activities of your network. We do not outsource our Helpdesk. In the case of a potential issue or irregular activity, the Helpdesk resolves the problem.

Helpdesk Support

Most Helpdesk services aim to keep the monitoring and management of the network a quiet process. The Helpdesk provides assistance in order to directly help clients with any technical issues. The IT Professionals behind these helpdesk support services are available on a 24/7 basis to help end users resolve issues effectively and fast.

What Are The Responsibilities of a Helpdesk Specialist?

A Helpdesk specialist oversees the health, security, and overall functions of the network infrastructure for your business. The technician performs this service constantly so he or she can ensure the wellbeing of the system, spot any potential problems, and take the best course of action.

When a network issue emerges, the Helpdesk creates a ticket that identifies the problem and ranks how severe it is. The Helpdesk sends the ticket to the MSP, and depending on the severity of the issue, the Helpdesk and the MSP will collaborate to resolve the problem and identify its root cause to prevent any future incidents.

Other responsibilities of a Helpdesk Specialist include:

  • Applying software installations and updates as needed
  • Monitoring and managing Firewall and Intrusion Prevention Systems (IPS)
  • Making nonintrusive technical adjustments as needed
  • Monitoring antivirus systems
  • Management of backups and storage
  • Sharing threat analysis with Client Success Managers and if necessary, the client

Benefits of Helpdesk Services

Helpdesk services bring numerous benefits to your business, such as:

  • Constant network monitoring and maintenance
  • Improved technology performance in your workplace
  • Direct assistance to your employees
  • Increased uptimes, which leads to increased productivity and profits

Constant maintenance of the technology that plays a key role in running your business or company is essential. Many factors can compromise your system and damage the hard work you and your employees cultivate. A network operation center that collaborates with your remote management specialists and with you allows you to focus on other parts of your business and ease your worries about possible technological disasters and their consequences.

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