| FULL SERVICE HELP-DESK SUPPORT | ||
Using LAB Help Desk service provides you with 24/7 technical support on
software and hardware products from certified, frontline-support technicians
— without draining your resources. You can then free your IT staff to
focus on your core business. Let our customer-friendly service-assurance
team expertly troubleshoot technical issues with industry-leading internal
processes.Level 1: This level of help desk support provides call-answering service, troubleshooting and call-logging. The help desk uses a populated knowledge base to resolve the incident at the initial contact.
• Windows and Apple workstation troubleshooting and triage
• Desktop peripheral hardware
• Use of remote control to resolve issues
• Basic how-to questions
Level 2: This level of help desk support involves connection to a server for resolution. Additional troubleshooting scripts enhance the service while a populated knowledge base and remote access allow for troubleshooting issues residing within the core infrastructure. If a problem can’t be resolved, a pre-defined call-escalation process will begin.
• Includes all support features of Level 1
• Server-based password resets
• Perform user adds, moves and changes in Active Directory
• Server diagnostics and troubleshooting (OS only).
