Device Support & Management

KEEP YOUR ORGANIZATION'S DEVICES OPERATING WITH DEVICE SUPPORT AND MANAGEMENT

Your employees all rely on a number of devices every day. From laptops, desktops, Chromebooks and tablets to projectors, printers, copiers and phones, devices are the cornerstone of your users’ technology.

In order to keep your business running smoothly, we provide a comprehensive device support and management program. Our support program provides break/fix services, either directly or through the vendor.

Additionally, support includes an annual reimage of staff computer devices and, as needed, a reset of staff computer devices.

HOW OUR HELP DESK PROCESS WORKS

Here’s an overview of how it works:

  • After submitting a help desk ticket, the user receives an email acknowledging the issue with a ticket number assignment and an IT resource is assigned within five minutes. We measure our performance against this benchmark and share this data at the monthly strategic meeting.
  • The user then receives a solution or path to a solution within another 15 or 20 minutes. This is another benchmark we measure performance against and discuss at our monthly strategic meeting.
  • Then, while acknowledging that some issues will take longer to solve, we strive to fix as many issues as possible within 24 hours. This is another benchmark we measure performance against and discuss at our monthly strategic meeting. Resolving issues within 24 hours often relies upon response or availability from the user.
  • If a device needs a replacement or needs to be sent back to the vendor for repair, that would take longer than the 24-hour period. The time to replace or repair a device usually takes between a few days and two weeks – all depending on the vendor. We understand that users, can’t go that long without devices so we recommend that organization have an inventory of spare devices to be “loaned” when needed.

CREATING PROACTIVE MAINTENANCE AND MANAGEMENT

Our management program works with the support program, ensuring necessary upgrades and maintenance are performed on a regular basis.

This regular maintenance reduces breakdowns as well as maintenance and replacement costs. Like with network monitoring and support, our team is available 24/7/365 for all tiers of support.

We perform an annual reimage of staff computer devices and, as needed.

Additionally, we will implement updates as we validate them, and we also push out updates as required by third-party software to work properly.

We are constantly evaluating what upgrades and maintenance are required. While this work is sometimes disruptive, it’s important to note that regular maintenance prevents and reduces breakdowns as well as maintenance and replacement costs.

SUPPORT, MANAGEMENT LEAD BY CLIENT ACCOUNT MANAGER

Like with network monitoring and support, our team is available 24/7/365 for all tiers of support. That effort is led by our on-site resource, the Client Account Manager (CAM). They are responsible for ensuring all open tickets and tasks are completed, whether they take care of it themself or the remote team handles it.

This process ensures that the right resources are called on to address all issues quickly, preventing downtime and disruption.

Our Solution helps

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Device Support & Management

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