Global Help Desk and Remote Monitoring and Management (RMM)
Comprehensive, flexible and scalable support
The COVID-19 pandemic broke the traditional in-house model of IT support. Today, small and medium-size businesses are exploring alternatives. Bottom line: remote capabilities are essential, and relying on ad hoc problem solving and “shoulder tap” models is no longer an option. To efficiently resolve user incidents and problems, IT support teams need to be able to access devices and applications in any location or work environment.
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.