OUR EXCLUSIVE REMOTE or ON SITE TECH SUPPORT
While many IT services can be provided behind the scenes to avoid disrupting your staff’s workday, there are times when you need an IT professional on hand. This becomes particularly evident when employees need assistance and systems need repairs. When your employees have IT problems or questions, who do they contact? Employees often turn to their managers, especially in small and midsize businesses. The managers then need to track down someone who can help, which takes them away from their responsibilities. Meanwhile, the employees become frustrated, as they wait for assistance to arrive.
Worse yet, an employee might turn to a coworker for help. If that person gives the wrong advice, a minor issue could escalate into a major problem. When an employee is suspicious of an email attachment but a coworker says he thinks it is legitimate, the employee could end up opening the attachment and have his computer infected with malware, which can potentially infect your entire network.
Help Desk Support Levels
Help desk requests and the technicians that handle them are categorized into support levels. The higher the support level, the more difficult the problem is to solve—and the greater the IT expertise needed to resolve them. Help desks can have up to four support levels.
Providing Onsite Support
Some computer and network management tasks need to be performed in person. For example, replacing a failing hard drive and setting up a wireless router requires the human touch.
Having an IT expert onsite is also helpful when conducting vulnerability assessments, educating employees about security threats, and solving complex IT problems. Our support services can include on-site help with a friendly, personal touch.
More Than Just a Matter of Convenience
Having IT professionals readily available is important in ways that go beyond just being convenient. Waiting for someone to resolve problems, answer questions, or provide onsite support leads to lost productivity, which hurts profitability. It can also lead to frustrated employees, who might try to fix a glitch themselves and inadvertently turn a minor issue into a major problem.
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