Support
Uniserve Professional Services offers its clients a 24/7 Help Desk/remote support services solution via telephone, email or live chat that meets and exceeds client Service Level Agreements (SLA). The typical services provided include but are not limited to:
- Support for work station, operating system, listed applications and associated drivers.
- Application installation, configuration and troubleshooting.
- Answers for “How-to” and informational questions.
- Proactive Network Monitoring and connectivity troubleshooting.
- Determining problems, if necessary, initiating an onsite technical response.
- Proactive Server and Desktop Monitoring.
Uniserve Professional Services uses an advanced Help Desk software database and management system designed to automate and manage all functions associated with the Help Desk and on-site environment. The benefit to our customers is our ability to provide fast, professional, consistent and effective solutions to end-users. Key features of the system are:
eMEND Remote Control Capabilities: With eMend remote control technologies, our Help Desk engineers have the capability to “take control” of the users’ computer. This highly secure web-enabled option allows us to quickly resolve even the most complex issues without the need for costly onsite visits.
Knowledge Base: Gives our Help Desk engineers easy access to critical information to quickly resolve issues. The base includes a full “searchable” history of relevant service issues and their successful resolution.
Asset Tracking: Every asset can be covered under and linked to contract agreements with maintenance and purchase details. The audit trail records all changes made to an asset. An up-to-date detailed hardware and software inventory is available on-line anytime. Also, pre-configured and customizable reporting is available to you to assist in managing and planning assets.
Immediate Customer Hot Issue Notification: Customer service staff benefits from advanced features designed to ensure that incidents are actively managed and resolved quickly and effectively.
Customer Specific Documentation: Keeps key customer history and relevant information available with a click. Significant documentation such as training documents, images and technical details are available to help desk engineers.
On-line, Real time Service Requests and Tracking System: Customers have the ability to log problems and requests, follow up and check on the progress of service requests at any time.
Graphs/Reports: A full suite of managerial, workflow and statistical reporting tools to measure and manage success.
Page/Email Incident Details from the Desktop: We have an escalation plan every step of the way. If we can’t solve the problem through our Help Desk engineers or through our remote control technology, a technician can be dispatched immediately to your location. Incident details can be paged/emailed directly from the desktop, arming the technician with full details concerning the issue as well as what has been done to trouble shoot the issue.
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