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Remote Monitoring Management at a distance Remote Monitoring Management at a distance

Hands-on service – at a distance

Enabling IT functionality at any location is key.

Global Help Desk and Remote Monitoring and Management (RMM)

Global Help Desk and Remote Monitoring and Management (RMM)

Comprehensive support and user-focused metrics

In today’s evolving enterprise workspace environment, IT support teams can be based in Mexico, Mumbai or Dallas. Those teams, meanwhile, need to efficiently manage and resolve user incidents and problems. That requires the ability to access devices and applications in any location or workspace. Today, many enterprises lack the skills, delivery models and technology needed to enable these essential remote capabilities. Instead, they continue to rely on ad hoc problem solving and outdated and inefficient “shoulder tap” support models.

Our Global Help Desk and Remote Monitoring and Management (RMM) solutions deploy nearshore and onshore resources to support users in any location – from traditional corporate parks to home offices to hotel rooms. Service desk capabilities comprise Levels 1, 2 and 3 online and phone support for incidents and problems. RMM support includes troubleshooting for login issues and password resets; connectivity, network, WiFi and internet problems and mobile device configuration and operating system adjustments. Optimized incident management processes enhance efficiency and ROI. Admin capabilities include user provisioning moves/add/changes/deletes, e-mail provisioning.

Benefits of Global Help Desk and Remote Monitoring and Management

Performance

End-to-end IT support and services with industry-leading SLAs. Analytics and process optimization applied to drive continuous improvement. 24x7x365 remote monitoring for each workstation, server, laptop, tablet and wireless device. Less time on ad hoc break/fix activities.

Cost Savings

Automation of routine tasks and streamlined efficiency reduce labor requirements. Leverage economies of scale and transition from Capex to Opex models.

Cultural Affinity and Talent

Multi-shore sourcing model enhances alignment and communication between IT and business teams. Global resources and extensive expertise in scarce skill offloads the burden of recruitment and retention and focus on core capabilities.

Simplicity

Seamless management structures without complex multi-vendor sourcing arrangements.

User Experience

SLAs include key metrics around user experience to deliver “White Glove” service and boost satisfaction. Reduced user downtime.

Use Cases

Workplace Services for End-User Computing

Workplace Services for End-User Computing

Effective management of end-user computing requires consistency, standardization and a focus on the fundamentals of process discipline. Investing in the latest technology widgets isn’t enough.

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Insights

Putting the “User” in End User Computing

Putting the “User” in End User Computing

In the wake of the pandemic, businesses are reassessing their IT service and support models. Many are increasingly focused on delivering a quality experience to the end user.

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Mobile Device Management in the Finance Sector and Millennial Employees: Keeping Everybody Happy

Mobile Device Management in the Finance Sector and Millennial Employees: Keeping Everybody Happy

As mobile devices become increasingly ubiquitous in our professional and private lives, ensuring functionality and security while accommodating personal choices is essential. That’s especially true for banks managing sensitive data and competing for scarce young talent.

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Why You Should Outsource End-User Support

Why You Should Outsource End-User Support

The shift to remote workforces models exposed the inherent weaknesses of in-house IT support teams. The new normal requires process optimization and remote access capabilities, which third-party providers are better positioned to deliver.

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COVID-19 Response: Four Strategic Imperatives CIOs Can Support

COVID-19 Response: Four Strategic Imperatives CIOs Can Support

In developing responses to the COVID-19 crisis, a CIO’s most immediate and urgent task is to equip employees to work productively from home. Over the longer term, IT leaders can contribute to broader business goals. Claro Enterprise Solutions’ Mark Popolano outlines four keys to a longer-term perspective.

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Bright Shiny Objects and Three Basics of Service Optimization

Bright Shiny Objects and Three Basics of Service Optimization

Businesses pursuing digital transformation often get distracted by the capabilities of the latest intelligent automation tools and data analytics platforms. In many cases, driving improvement requires focusing on the fundamentals of service delivery.

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Three Tips for Selecting an IT Outsourcing Provider

Three Tips for Selecting an IT Outsourcing Provider

IT outsourcers can help businesses efficiently manage basic IT services as well as lay the groundwork for transitioning to new digital platforms. But finding the right partner can be tricky. We offer some clues.

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