Help Desk Services
Help Desk Scope of Services
SA’s Help Desk delivers fast, courteous, expert problem resolution for end-user technical problems. This document defines the scope of services offered by SA’s Help Desk
Service Level Options
SA offers 24 x 7 support 365 days per year including holidays. Help Desk support hours will vary based on the service level you choose. All service levels are offered on a per end-user basis.
Supported Software and Hardware
SA’s Help Desk supports numerous commonly used desktop software products, many of which are listed below. As discussed later, Help Desk also offers more limited support for line of business and proprietary applications. Help Desk fully supports desktops, laptops, thin clients, printers, and provides more limited support for tablets, smart phones, and local networks.
Desktop Operating Systems
- Microsoft Windows XP (Note, Microsoft discontinued support as of April 8, 2014)
- Microsoft Windows Vista
- Microsoft Windows 7
- Microsoft Windows 8
- Apple OS X 10.6 Snow Leopard
- Apple OS X 10.7 Lion
- Apple OS X 10.8 Mountain Lion
- Apple OS X 10.9 Mavericks
- Apple OS X 10.10 Yosemite
Office Suites (Includes Word, Excel, PowerPoint, Access)
- Microsoft Office 2003
- Microsoft Office 2007
- Microsoft Office 2010
- Microsoft Office 2013
- Microsoft Outlook XP/2003/2007/2010/2013
- Microsoft Windows Mail App
- Microsoft Office 365
- Google Apps
- Internet Explorer 7 and above
- Mozilla Firefox
- Google Chrome
Contacting the Help Desk
Smeester and Associates’ Help Desk is designed to provide you with professional and courteous customer service, expert problem resolution and unparalleled peace of mind. We like to be flexible, so we’ve established several means for you to get in touch with our certified technicians when you need any help.
Contact the Help Desk via Phone
Our technicians are available via phone during the hours of your Help Desk subscription level, and can be reached at 1-866-520-6414.
Contact the Help Desk via Email
Technicians can be contacted via email at this address: HelpDesk@itsupport247.net
Contact the Help Desk via Web Chat
The Help Desk can also be contacted via web-based chat. To activate a chat session, simply right-click on your system tray icon and select ‘Help Desk Support’.
When you click on the Help Desk Chat option, a request screen will pop up. Fill in your first and last name, email address, and phone number, and click the “remember my information” checkbox if you’d like the same information to auto-populate in future chat requests.
If you’ve previously contacted the Help Desk regarding the issue you’re experiencing, make sure to check off the final checkbox on the form. This will prompt our technicians to look for previous information and tickets relating to the issue.
To begin the chat, simply click ‘Initiate Chat’. The chat application will then be downloaded to your machine; when the chat session has finished, you’ll be prompted with a brief survey asking you to evaluate the session.
SA’s Help Desk responds to a wide range of end-user requests. Although our Help Desk supports new user and equipment set-ups as well as other desktop projects, our first priority is to resolve high priority incidents that impede an existing client’s ability to work. Therefore, we divide our services into two primary categories – Real-Time and Desktop Project Requests. This approach offers many benefits to our partners and their clients:
- Ensures that when you call with a high priority issue, our frontline technicians are available to serve you immediately
- Minimizes the time you spend on the phone while our technicians work, thus delivering a superior customer experience
- Enables SA to offer low prices and provide additional services at no charge by leveraging our less expensive Network Operations Center (NOC) resources when direct client interaction isn’t required
Real-time requests include high priority problem resolution as well as common administrative tasks and client inquiries. These requests are handled immediately by SA’s Help Desk technicians and worked to resolution. Because there are so many types of Real-Time Requests, it is useful to organize them into three categories: 1) High Priority Problems, 2) Administrative Tasks, and 3) Application Support.
- High Priority Problems
High priority problems severely impede a client’s ability to work. In some cases, multiple users may be affected. Examples include:
- Email or application crashed or not functioning properly
- Printing issues
- Database connectivity issues
- File and folder access problems
- General hardware failures
- Computer performance problems
- Virus and malware infections
- Network connectivity failures
The Help Desk works high priority problems immediately until resolved, or partner escalation is required. In certain cases, we may recommend performing the work at night so that you and your workstation(s) are not tied up during business hours. For example, if you are experiencing moderate performance problems or have a minor virus or malware problem, we will coordinate with you to schedule the diagnosis and remediation after working hours. When difficult server-related problems are identified, the Help Desk will engage SA’s NOC which specializes in server troubleshooting and remediation.
- Administrative Tasks
The Help Desk responds immediately to Administrative Tasks such as those listed below. As described under Project Requests, more complex administrative tasks such as new workstation setups are not performed real time. Administrative tasks include:
- Single user account and group creation
- Mailbox and distribution list creation
- Password resets and unlocking of domain accounts
- File/folder permission changes
- Microsoft Outlook profile set-ups
- Mobile device email setup and configurations, and email, contact and calendar synchronization troubleshooting
- File and Folder Restores – Microsoft Shadow Copy and VERITAS/Symantec Backup Exec 8.0 and above only
- Application Support
Application Support includes Common Desktop Applications and Line of Business and Proprietary Applications. All Help Desk technicians are fully trained in Common Desktop Applications, however, they are generally not familiar with Line of Business and Proprietary Applications. Therefore, we approach support for each of these differently.
Help Desk clients also enjoy the benefits of SA’s advanced remote monitoring and management (RMM) platform and our world-class 24 x 7 NOC. Our expertise is codified into comprehensive rules that correlate event IDs, registry values and performance metrics to intelligently filter through thousands of alerts. The NOC provides full server problem resolution and also gives you the option of receiving step-by-step instructions so you can quickly resolve problems yourself.
SA’s Help Desk delivers a wide range of service to you and is committed to delivering superior service at all times. To ensure that our technicians are able to provide fast, effective service, there are a few services that we do not provide which are important to keep in mind.
- Support for PCs without an agent (other than thin client environments)
- Network Device Management/Configuration (Firewalls, Routers, Switches, etc.)
- Hardware-related issues (Hard Disk, Memory, Power Supply, etc.)
- Issues detected by SA’s RMM platform
- ISP outages
- Hardware/Software/ISP vendor ticketing and management
- Application “How To” training
- Any request involving more than 5 workstations
Processing Client Requests
Telephone Calls are answered in the order in which they are received. If all technicians are unavailable, the caller will be placed on hold in the call queue and will be transferred to a technician as soon as one becomes available.
The triage team is generally deployed 9:00 am – 5:00 pm Eastern time Monday through Friday. When the Triage team is available, callers will have an option to press 1 to speak to a Triage team member. The Triage representative will create a ticket for a call back by a Help Desk technician. If the caller chooses not to press 1, their call will be answered by the next available technician.
The Help Desk will create or update a ticket for each call received, whether the issue is in or out of scope, as long as the caller is part of a site that is activated for Help Desk support. For requests in scope, the Help Desk technician will attempt to work the issue to resolution. If there is a need for further investigation, the Help Desk will follow up with the caller once the investigation has been completed. When additional support is needed or the call is for a Project Request, the Help Desk will assign the ticket to the appropriate resource (typically, SA’s NOC or SA).
Email Service Requests
The Help Desk can receive service requests via email and will create tickets for new requests. Emails are processed in the order received, however, they should be limited to low priority issues as there can be up to a six-hour response time.
For those requests requiring your interaction, a technician will contact you within six hours of email receipt. For Desktop Project Requests and other requests that can be completed without your interaction, the email will be acknowledged within six hours. Desktop Project Requests will be completed by the next morning or within 24 hours as discussed above.
For email requests to be processed, the following information must be included in the body of the email:
- Requester’s full name
- Client company name
- Call-back number(s)
- Detailed description of the issue
If this information is not in the email request, the Help Desk will be unable to create a ticket or contact the client so no further action can be taken.
Comprehensive network and systems documentation is the key to maximizing the value you receive from our services and ensuring a great experience. It is essential that our technicians have immediate and easy access to all the site and environment information relevant to the problems you are likely to encounter.
Complete, accurate and well organized documentation ensures that SA:
- Delivers high quality, timely service, while avoiding lengthy talk times
- Maximizes the number of tickets it completes without your involvement thus reducing your costs and avoiding resolution delays if we can’t reach you to obtain needed information
For these reasons, in addition to installing agents on all supported workstations and servers, you must provide a minimum set of Mandatory Documentation as enumerated below.
Mandatory Site Documentation and New Client Activation
Prior to activating a new client, SA will review the site documentation and identify areas where the documentation is missing. We strongly recommend that you provide the maximum amount of information possible in order to ensure you receive Services as efficiently and effectively as possible.
Even when not all information is available, the Help Desk cannot activate a new client site until it has all information described in items 1 – 4 below: a properly completed Client Profile; working server and desktop credentials; verified email Information; and a Note Regarding Security Requests.
- 1. Client Profile
- First and Last Name for each employee at the client site
- At least one telephone number (Direct, Mobile, or Other)
- Email Address
- Computer Name (unless the employee uses a Thin Client)
- 2. Passwords
- Server Passwords – Domain Administrator level account (Required for clients with domain environments)
- Desktop Passwords – Common Local Administrator or per desktop Local Administrator Account
- Custom Passwords – Any other passwords necessary to support the client site
- 3. Email Information (Local Exchange, Office 365, etc.)
- 4. Note Regarding Security Requests
- Title should be “Security Requests”
- Specify users which are authorized to request password resets
- Specify users which are authorized to request new user accounts and mailboxes
- Specify users which are authorized to request file permission changes
There will be instances when the Help Desk will need additional information, clarification, or approval for service requests assigned to the Help Desk. It is your responsibility to ensure that qualified personnel are available to the Help Desk to facilitate timely incident resolution.
In the event you desire to receive additional services from SA over and above any services already being provided to you, you may request the same from SA. SA and you are then free to agree to the scope, terms and conditions pursuant to which additional services may be provided and any such agreement shall be reduced to writing prior to any additional services being rendered.