In the ever changing world of technology, users are expected to be more and more self sufficient in adapting to and using new technology. The problem is that your business may rely on employees who are more creative in nature or managerial and technology does not come naturally to them. A question or technical issue can stop a user's productivity and lead to frustration, unless they have somewhere to turn for assistance from Help Desk Technical Support and Problem Solving. In larger corporations, this is called the Help Desk, where an entry-level IT person would answer questions and solve problems on technical issues. Unfortunately it is rare, especially for a small or medium sized business, to have their own Help Desk. We can fill this void by serving the role of Help Desk Technical Support and provide assistance with problem solving.
Help Desk Tech Support
We only provide technical support to customers with whom we have an ongoing relationship or who are willing to pay for our srvice. We see Technical Support as a value that we add to our overall IT Consulting Services and will allow for a certain amount of Technical Support to be included in our Systems Maintenance Plans. We can not provide free technical support to random callers looking to leach information from us. We receive calls from desperate people who find us on the Internet every day and we are willing to help if they are willing to pay our $150/hour base fee and our priorities allow for it.
We treat users with the respect they deserve. We understand that users have other things to do besides keep up with the latest technology and they are not interested in what makes their computers work. We try to provide assistance and explain answers thoroughly. When possible we try to go a step beyond answering the question to make sure the user becomes a little more technically proficient from the experience. There will always be people who are "Technically Challenged," but by using our skills and patience, we try our best to be helpful. It is the end users, after all, who we depend on to make a computer system successful.
It is rare, these days, that we need to travel to your location in order to provide technical support. With just a few keystrokes, you can allow us to access your computer and provide remote support so that we may see and control your computer as if we were sitting next to you. This eliminates most of the challenge of a user trying to describe a problem sufficiently for a technician to understand what is going on and find the solution. Questions can be answered quickly over the telephone and maintenance or repairs can be performed on your computer software remotely using a Remote Support program. We also have the ability to access and monitor servers and routers remotely so being on-site may not be required.
The most frustrating thing for a user is not having someone to go to when they have a question or concern. Leaving users to figure out a system on their own, or handing them a stack of manuals is not the right approach. Proper training and ongoing support will lead to a comfort level that will assure success. Users need to know that they are not alone, that help is available, and they should know where to go and be encouraged to seek that help. Sometimes we need to come in and assist in working with the technical support services of your software vendor. By allowing us, your technical people, to work with their technical people, we can work together to find a solution that we can bring back and implement in a non technical way. In other words, we can fight the technical support challenges for you.
Unfortunately, many companies do not realize until. after they have let their IT People go, how critical they actually were. We do not advocate downsizing IT Staff, but we are available to fill in the void that they leave behind. Help Desk Technical Support is critical to the ongoing operation of your business. We can provide Help Desk Technical Support so that your employees have someone to turn to for help their occasional questions and technical problem solving needs.
This is one big advantage of being on a Maintenance Program with us. Not only do we provide you with Priority Service, but we would also be familiar with your overall computing environment. This is like a firefighter being familiar with a building before fighting a fire there. If you are not one of our regular customers, give us a call anyway. We charge on an hourly basis at the rate of $150/hour with a minimum of three hours per incident.