HELP DESK CENTRAL

Intelligent Technology Solutions Help Desk Central provides high-end technical support to corporate users, Network Administrators, for a wide range of industry standard software packages and network operating systems. Its mission is to provide accurate, responsive, innovative support services to our customers. The center offers a single solution for companies seeking to outsource their computing support requirements.

Help Central Support Services from Intelligent Technology Solutions offers immediate response to all your hardware, software, operating system and application issues. If you’re like most IT execs we know, providing your enterprise with practical, cost-efficient support services within strict budget constraints is a never-ending headache. The investment required to create a good help desk and deliver distributed hardware service internally can be staggering. In addition, many companies find it next to impossible to maintain quality people on-staff to support complex local and wide area network environments that are growing exponentially. A good solution is to balance internal staff with resources from a support services partner who provides outsourcing and co-sourcing options.

What makes Help Central unique?

• Available 24/7/359 – we’re there when you can’t be
• Customer-customized diagnosis questions before dispatch
• Nationwide dispatch
• Courteous phone support and technicians
• 80% of problems resolved on first call
• Staffed by over 60 technical support specialists
• Expert technicians are required to complete training and certifications programs regularly
• Phone calls answered within 60 seconds

HELP DESK SERVICES
The Intelligent Technology Solutions Help Desk offers centralized resource support for software products and network systems 24 hours a day 7 days a week (excluding Intelligent Technology Solutions holidays), with additional support times available on an individual contract basis. The range of support includes:

• Single Point of Contact Support – Front-end support coordination for a variety of user requests
  • Call management coordination of Intelligent Technology Solutions services
  • Call routing/escalation/dispatch to internal support groups or external support providers
• Application Support- Hotline support on software and PC navigation and usage questions
  • Direct or supplementary support to an existing helpdesk
  • Per incident and points pricing
  • Level 1-3 support 
• Network Support – Hotline support for Network Administrators
  • Designated NOS/Administrator support
  • Multiple NOS/Administrator support
  • Level 1-3 support
• National Maintenance Support – Dispatched support for repair of equipment on a national basis
  • Warranty upgrades
  • Warranty extensions
  • Maintenance agreements
  • IMAC project Services
  • Time and Material
  • Points pricing

Software Products and Network Systems Supported
The Intelligent Technology Solutions Help Desk supports a well-represented list of software products and network systems. Intelligent Technology Solutions maintains expertise on the two most current versions of the software products supported.

Additional software products, new software releases and other operating environments can be added to the support options, with the approval of the Help Desk Support Manager. In most cases, upgrades to existing software applications are added at no additional cost to the client. New products must be evaluated to determine training and ramp-up requirements. If new expertise must be gained to support a product, additional costs will be negotiated with the client.

Description of Services
A dedicated support team is assigned to each account. The support specialists on the account team are trained to handle and escalate requests from users as defined in procedures developed jointly between the client and Intelligent Technology Solutions. The goal is to minimize the number of times a user has to be transferred or put on hold, and to resolve or initiate action on at least 70% of all incidents logged. Although account teams handle the majority of incoming calls, users have access to the expertise of the entire Help Desk Support team for product specialization or to handle fluctuations in call volumes.

Help Desk Services Staffing Qualifications
All help desk specialists are required to maintain certifications and to complete training courses that enable them to provide accurate and responsive support. In addition, support specialists are required to complete a minimum of one week of lab time each quarter in the Communication Research Center to focus on a product of specialization. Support specialists are encouraged to complete CBT training and obtain certifications whenever possible. In addition, formal training classes are scheduled throughout the year. Incentive and bonus programs are based on successful certification and completion of scheduled training.