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WestNet On Demand Remote Computer HelpDesk Services
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We provide immediate software problem resolution services
with WestNet On Demand
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Immediate Real Time Support at Your
Convenience
Most desktop and server issues can be fixed remotely, With your
permission we can directly access your servers and workstations
for immediate problem resolution, new configuration or software
implementation.
Common Scenarios are
● On Demand Virus Removal
● Remote Software Installation and Upgrade
● New User Configuration
● Outlook Profile Configuration
● Network Printer Installation
● Data Backup
● New Account Creation on Server
With WestNet on Demand you don't have to wait for technician to
arrive while you are waiting for your computer/server to be
fixed.
Also WestNet On Demand works great for employees that travel and
need support on their laptops while away from the office.
About Helpdek
A help desk is an information and assistance resource
that troubleshoots problems with computers or computer networks.
Corporations often provide help desk support to their clients
via a toll-free number, website and/or e-mail. There are also
in-house help desks geared toward providing the same kind of
help for employees only. Help Desk may offer a wider range of
user centric services and be part of a larger Service Desk.
Functions
A typical help desk has several functions. It provides the users
a central point to receive help on various computer issues. The
help desk typically manages its requests via help desk software,
such as an incident tracking system, that allows them to track
user requests with a unique ticket number. This can also be
called a "Local Bug Tracker" or LBT. The help desk software can
often be an extremely beneficial tool when used to find,
analyze, and eliminate common problems in an organization's
computing environment.
The user notifies the help desk of his or her issue, and the
help desk issues a ticket that has details of the problem. If
the first level support technician is able to solve the issue,
the ticket is closed and updated with documentation of the
solution to allow other help desk technicians to reference in
the future. If the issue needs to be escalated, it will be
updated, noting what was attempted by the technician and
dispatched to second level support.
There are many software applications available to support the
help desk function. Some are targeting enterprise level help
desk (rather large) and some are targeting departmental needs.
See Comparison of issue tracking systems.
From the mid 1990s research by Middleton at The Robert Gordon
University found that many organizations had begun to recognize
that the real value of their help desk(s) derives not solely
from their reactive response to users' issues but from the help
desk's unique position where it communicates daily with numerous
customers or employees. This gives the help desk the ability to
monitor the user environment for issues from technical problems
to user preferences and satisfaction. Such information gathered
at the help desk can be valuable in planning and preparation to
other units in IT as well as non-IT departments such as sales
and product development.
Deskside team
The deskside team (sometimes known as "desktop support") is
responsible for the desktops, laptops and peripherals such as
PDAs. The help desk will assign the desktop team the second
level deskside issues that the first level was not able to
solve. They set up and configure computers for new users and are
typically responsible for any physical work relating to the
computers such as repairing software or hardware issues and
moving workstations to another location.
Network team
The network team is responsible for the network software,
hardware and infrastructure such as servers, switches, backup
systems and firewalls. They are responsible for the network
services such as email, file, and security. The help desk will
assign the network team issues that are in their field of
responsibility.
Other teams
Some companies have a telecom team that is responsible for the
phone infrastructure such as PBX, voicemail, VOIP, telephone
sets, modems and fax machines. They are responsible for
configuring and moving telephone numbers, voicemail setup and
configuration and are assigned these types of issues from the
help desk.
Companies with custom application software may also have an
applications team, who are responsible for development of any
in-house software. The Applications team may be assigned
problems such as software bugs from the Help Desk. Requests for
new features or capabilities to in-house software that come
through the Help Desk are also assigned to Applications groups.
Not all of the help desk staff and supporting IT staff are in
the same location. With remote access applications, technicians
are able to solve many help desk issues from another location or
their home office. There is a need for on-site support to
physically work on some help desk issues; however, help desks
are able to be more flexible with their remote support. They can
also audit workstations.
Help desk is a broadly applied term referring to a staffed
resource—often, an actual desk, or a telephone service—that can
help persons answer questions or to use resources such as
audio-visual or computer resources.
WestNet Consulting Services, Inc - (818) 288-8282
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