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Home » Services » Support » Help Desk Services
Help Desk Services
Structured support that boosts productivity
Meeting your employees' ongoing IT support needs can be one of the most difficult and costly issues your company faces. SDS combines highly trained experts, certified processes, and best-of-breed tools to design, implement, and manage the appropriate help desk solution for your business.
Our Help Desk services can provide you with:
- On-site support
- Expanded 24/7 coverage
- Short- or long-term staffing
- Tracking and reporting
Experienced, well-trained personnel
Our courteous and knowledgeable Help Desk team has experience in supporting a wide range of systems and networking infrastructures, including operating systems, LAN terminals, commercial off-the-shelf software, enterprise software, custom applications, and hardware peripherals. We continually augment our knowledge base with ongoing training, and we thoroughly familiarize ourselves with your systems, people, and business to provide consistent, high-quality support.
A structured approach
The SDS Help Desk uses a structured approach to ensure that your employees' problems are solved quickly, consistently, and cost effectively. We create a unique service level agreement for your business, which provides a set of expectations regarding how your support issues will be handled. A dedicated account manager tracks and reviews calls against the agreement to continuously improve service.
State-of-the-art technology
SDS utilizes next-generation applications and hardware for remote monitoring and preventive system management. We use an integrated suite of network monitoring, trouble ticketing, LAN/WAN diagnostic, and configuration management tools. These tools provide the Help Desk staff with a real-time view of the status of all hardware, software, and network platforms. We use automated call distribution, call tracking systems, scripting, and knowledge tools to effectively handle calls and resolve problems.
A central telephone or web-based hotline can provide immediate response to all user requests for assistance. An intranet website is typically established to answer frequently asked questions and enable users to submit problem reports directly to the Help Desk.
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