Help Desk
Our Help Desk serves as the primary point of contact for the customer's end-user community for all IT related issues/questions. The Help Desk provides services to help customers enhance productive use of IT systems and deployed technologies. The goal of the Help Desk is manage documentation, prioritization, escalation, and final disposition of all end-user IT service requests or events.
Desktop Management
Perform tasks, processes, and procedures required to manage the customer's desktop environment. The desktop environment comprises desktop personal computers, laptops, network printers, and all attached peripherals. Automation utilizing desktop tools will be implemented to optimize the level of service.
Server Management
Perform tasks, processes, and procedures required to manage the customer's server environment. Maintain server hardware and operating systems. Manage all service maintenance and vendor contracts. Automation utilzing customer provided server management tools and/or leveraged services, will be implemented to optimize the level of service.
Network Management
Establish guidelines, standards, and controls that ensure the customer's IT network infrastructure is effectively managed. Perform tasks, processes, and procedures required to manage the customer's IT network infrastructure with the goal of optimizing overall network availabilty and level of service.
Automation utilizing customer provided network resources and relationships will be leveraged and should be implemented for optimization. The network infrastructure comprises switches, routers, LAN/MAN/WAN, firewalls, VPN, security appliances, and wireless access points. Establish advanced notice timeframe for all scheduled network equipment service outages for routine maintenance, installations, and upgrades. Monitor and maintain all MDF and IDFs.
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