Tech Support Demands Weighing You Down?

Let System Protection Partners "Answer the Call"

Our Virtual Service Desk take the pain out of IT maintenance, monitoring and management.

The truth is most help desks share a bad rap. The reasons vary, but, for the most part, teams might be understaffed or buried under an unusually high rate of trouble ticket calls. They also could be stymied resolving a problem that falls outside of their core expertise, further delaying them from getting to other routine end-user support calls.

At end of the day, however, the reasons for delays don'st matter; service does. Delays in fixing end-user technology equal downtime for systems and workers and processes and downtime hurts business. Plain and simple. So why risk interruptions to your business? There is a more reliable way to make certain the everyday tools your employees need to perform their jobs and achieve the strategic goals of the business are attended to in real-time by best-in-class experts - with little or no downtime.

Let Us Shoulder the Burden

Our Virtual Service Desk takes the pain out of IT maintenance, monitoring and management. As part of a managed IT services contract, our Virtual Service Desk provides end user- and systems - level IT support. This remote help desk operation is available 24/7 to service your organization'ss IT support calls. Your end users simply place a call just as they would to an internal IT staff and our remote administrators answer with a simple, Help Desk. The service is delivered using a combination of phone and remote control tools and problems are addressed immediately, not queued up behind a long list of open trouble tickets waiting to be resolved.

The Benefits for this kind of service makes a world of difference.

For one, there is the financial advantage. Maintaining your own help desk incurs more than just head count costs. The infrastructure costs including purchase, customization and maintenance of help desk software tools packages adds significantly to the tab of running your own help desk. Factor in staffing issues such as employee turnover, recruiting, hiring and retention, plus ongoing training and certification on the latest technologies and the price tag creeps ever higher.

With our service, we manage and maintain the remediation tools. We hire and retain the staff. We provide all the necessary training and support best practices. All you do is pay a flat monthly fee based on your number of end users, and then enjoy guaranteed service levels we'sve committed to in writing.

Then there is the skills benefit. When a user calls the Virtual Service Desk, he or she is getting an IT expert with a breadth of skills and experience that make them capable of solving an IT problem more effectively, and more rapidly. The service is staffed with experienced Level 2 technicians who have had 2-4 years of experience supporting end-users and IT teams on server, desktop and network level issues. This expertise allows them to resolve the issues quickly, and correctly. No more time wasted trying in vain to solve the same problems for the same users again and again. And because our staff deals with many different clients, their technology knowledge base is much broader than any one company'ss infrastructure.

Time to Hand Off the Help Desk

Is an outsourced help desk right for your organization? It'ss a good option if you'sre experiencing any of the following challenges:

• Service-Level Response Times Lagging. If the average help desk handles 1.25 per month how many IT staff would you need to employ and pay to maintain acceptable levels of service for all your employees?
• Staffing Levels at Average Call Volumes. This is a problem during a spike in trouble tickets or when a problem is protracted and takes more than one person to work on the resolution.
• Repeat Problems Tie Up Time. If you'sre help desk has to solve the same problem over and over again, you need a fresh approach.
• Inconsistency of Approach and Standards. Each IT support person deals with a technology problem in a unique way, leading to additional confusion and time wasted on future support calls.
• Inability to Focus on Strategic Initiatives. The company would benefit more from reassigning IT support staff to higher-value projects that drive business growth.

These are among myriad reasons the managed services approach to end user and systems support could be a sound business move for your organization. The Virtual Service Desk is fundamentally less expensive, intensely reliable and staffed with experts that have a broad range of IT skills and experience. Let us be your hero. Once the day-to-day end user support functions are our responsibility, you can focus your efforts on running your core business - and you'sll cut down on the coffee break room grumbling as well.