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Help Desk Service
The Wire Technologies Help Desk is committed to providing 8x5 end-user support with the philosophy that predictable, repeatable workflow processes will lead to a outstanding customer experience. Our analysts will greet every caller quickly and professionally. We possess the appropriate customer service skills needed to make customers feel comfortable.
Help Desk Features
- Domestic call center
- ITIL best practices
- 8x5 support by certified technicians
- Choice of multiple service offerings
- Customized and dedicated ACD phone line with a script (optional)
- Call-dispatch capabilities for on-site repairs
Customer Benefits
- Contained or reduced operating costs
- IT staff is free to focus on internal core-business opportunities
- Implementation of Wire Technologies Help Desk services is more efficient and economical than building and staffing your own help desk
- Increased end-user satisfaction by providing flexible help desk services to your end-users as they are needed
- No drain on resources, staff or infrastructure
Support Levels:
Level I | This level provides call-answering service, troubleshooting and call-logging. The help desk uses a wide knowledge base while attempting to thoroughly resolve the incident during initial contact.
Level II | Wire Technologies will provide additional troubleshooting knowledge with the ability to dispatch a technician for on-site resolution.
Dispatch Services | Use the Wire Technologies Help Desk will dispatch your own on-site technicians to resolve technical issues at your location. Or, you can use the Wire Technologies Dispatched Services to provide services when you are shorthanded or in need of additional technical expertise at a reasonable predefined cost.
Wire Technologies Help Desk Supported Prodcuts List
Supported DeskTop Applications
| Adobe Acrobat |
Microsoft Excel |
Microsoft Word |
| Citrix ICA Clients for Windows |
Microsoft Front Page |
Microsoft Works |
| IBM Lotus Notes Client |
Microsoft MapPoint |
Symantec Norton |
| IBM Lotus SmartSuite for Windows |
Microsoft Outlook |
Symantec PC Anywhere |
| Interact Commerce ACT! for Windows |
Microsoft PowerPoint |
Symantec WinFax Pro |
| McAfee Virus Scan |
Microsoft Publisher |
WinZip Computing WinZip |
| Microsoft Access |
Microsoft Visio |
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DeskTop Operating Systems
Microsoft Windows 95/98/Me/NT 4.0/2000/XP/Vista
Microsoft Server Support
| Microsoft Windows NT/2000/2003 Server |
Microsoft Windows Storage Server |
Microsoft SQL Server |
| Microsoft Exchange Server |
Microsoft Internet Security & Acceleration Server |
Microsoft Systems Management Server |
| Microsoft Application Center Server |
Microsoft Small Business Server |
Microsoft Content Management Server |
| Microsoft BizTalk Server |
Microsoft Commerce Server |
Microsoft Virtual Server |
| Cisco Unity |
Microsoft SharePoint Portal Server |
Websense |
| Cisco Callmanager |
Microsoft SQL Server |
VMWare |
Connectivity
| Cisco Systems |
Citrix Systems |
Wireless |
Linksys |
| D-Link Systems |
Extreme Networks |
3Com |
Netgear |
Note: Custom applications can be supported with appropriate truobleshooting documentation.
Supported Hardware List
| Cisco |
Dell |
Gateway |
Iomega |
NEC |
Toshiba America |
| Acer |
Brother |
Hewlett-Packard |
Juniper Networks |
Palm |
Xerox |
| 3Com |
Epson |
Hypercom |
Lexmark |
Sony Electronics |
Zebra Technologies |
| BlackBerry |
Extreme Networks |
IBM |
Micron Technology |
Tektronix |
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