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 Instead, they continue to rely on ad hoc problem solving and outdated and inefficient “shoulder tap” support models.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.