Virtual Help Desk
Having a live help desk provide end-users with immediate support is a key component needed to deliver a managed service. While a large number of IT service providers perform this function in-house, there are those who do not consider this as a core competency or do not have the right operational skills to run a live help desk service on a fixed fee basis.
S3 Technology Group provides a live help desk service from its Help Desk Operation in Pittsburgh, PA. The Help Desk is staffed with experienced Level 1 and Level 2 technicians who have 2+ years of work experiencing supporting end-users on server, desktop and network level issues. This service is delivered using a combination of phone and remote control tools that are a part of the SAAZ software. A flat fee per desktop per month is charged for this Service Desk service.
Hours of Operation
The Service Desk services are available between the hours of 8:00am and 10:00pm, Monday through Friday.
After Hour Support
After hours support can be provided by the Service Desk for the purpose of handling critical desktop issues needing immediate attention. Calls after 10:00pm and before 8:00am Monday through Friday, as well as the weekends, will be forwarded to an answering service. A live person will answer the call, take down the client's information, and then contact the on-call technician via phone and email. The technician has a fifteen minute turnaround to return the client's call.
Note: The Service Desk is not staffed 24x7. This means that tickets assigned to the Service Desk over the weekend will not be acknowledged until Monday. It also means that the Service Desk will be unavailable during major US holidays. The holiday schedule is available for download on the Customer Support Center Site.
Software and Services Covered by the Service Desk
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Desktop Operating Systems
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Office Suites
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Microsoft Windows 2000
Microsoft Windows XP
Microsoft Windows Vista
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Microsoft Office 2000/XP/2003/2007 (*includes Word, Excel, Powerpoint, Access)
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Email Clients
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Browsers
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Microsoft Outlook 2000/XP/2003/2007
Microsoft Outlook Express
Lotus Notes 5 and above
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Internet Explorer 5 and above
Mozilla Firefox
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Common Applications including, but not limited to
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PC and Network
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Adobe Acrobat and Reader 6 and up
Microsoft Visio 2000/XP/2003/2007
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Network connectivity
General PC hardware diagnosis
Printers, drivers, and queues
Database connectivity
ODBC connections
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Synchronization of handheld devices including, but not limited to
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Terminal Services
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Palm
Windows Mobile
Blackberry
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Printer setup and troubleshooting
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Administrative Tasks
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Data Backup and Restore
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Create user accounts and groups
Create mailboxes and distribution lists
Reset passwords
Unlock domain accounts
File/Folder permissions
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Veritas Backup Exec 8.0 and up
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Third Party Software
All third party software will be supported on a best effort basis.
Outside the scope of the Service Desk
The Service Desk will not support the following items including, but not limited to:
- PC setups and configurations
- Software installations
- Handheld device setup and configuration
- Hardware related issues
- PC failure
- Hard drive failure
- Memory failure
- Power supply failure
- Printer failure
- Mouse failure
- Keyboard failure
- Monitor failure
- ISP outage (e.g. AT&T, Verizon, Comcast, Southwest Bell, etc.)
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