Desktop Support

What do we do?

The Front-Line support consultants will address and solve as many issues as possible during the course of your call and provide you with pertinent information or referrals. If a technical issue is not resolved at our Front-Line then the issue is either escalated to another IT department or assigned to one of our IT Support Consultants.  These skilled technicians may either connect remotely to your machine or make an on-site visit to resolve the problem.

What is our response time?

Standard, non-emergency requests will generally be resolved to within three business days. Emergency requests will be responded to within 2 to 4 business hours.  An emergency is defined as a situation where a machine is not usable and a person cannot complete any of their work on a loaner or secondary machine.

Here is a short list of some of the big issues that they handle:

  • Application Installation
  • Advanced Device Configuration
  • Printer and Copier Problems
  • Network Troubleshooting
  • OS Upgrades
  • System Troubleshooting
  • Computer Reimaging

They also work with other IT groups to handle the these types of  issues:

  • Account Access Issues
  • Data Recovery for Shares
  • Equipment Moves
  • Creation of SW Accounts