Help Desk
24 x 7 x 365 Helpdesk Support
What is the iQmedia Synergy Help Desk?
The Synergy Help Desk provides technical support over the phone on multivendor software, hardware and networking products. If a problem cannot be resolved, our Help Desk will dispatch the call to an on-site engineer, designated by our dispatcher. Our network of on-site service providers supports North America. The Call Center is available 7 days a week, 24 hours per day, excluding iQmedia holidays (New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day).
The iQmedia Help Desk has two levels of support: Full Support and Desktop Support.
FULL SUPPORT —Full Support debits a point value based on the call type. Points are purchased in 100, 200, 500 or 1,000 point increments. These points are valid for one year from the date of purchase and additional points may be added on at any time during the contract. When the incident is resolved, the appropriate number of points is deducted from your iQmedia Help Desk account. Full Support is covered 24/7.
DESKTOP SUPPORT —Desktop Support is sold on a per user basis, providing "unlimited call usage". This service is valid for one year from the date of purchase, with a minimum of five users per contract. This service requires user registration at contract startup. Desktop Support can be purchased for Business Hours, Monday - Friday, 8:00AM to 5:00PM or as Extended Hours coverage 24 hours a day, 7 days a week. Desktop Support includes calls on desktop/pc/laptop applications, operating systems, hardware troubleshooting with dispatch to an onsite engineer, and complete tracking and reporting.
Level 1 END USER HELP DESK
iQmedia Synergy will provide telephone support through our Solutions Center for designated client staff. Our cost efficient solution enables support personnel to shadow client workstations providing instant support just as if we were there in person. Leveraging 20 years of experience, we have designed a help desk solution that currently supports environments of 5 end users to well over 20,000.
This phone support will remediate user issues in the following areas:
- Workstation Hardware Support
- Operating System Support
- Printing / Network Connectivity Support
- Core Application Support, Microsoft, Citrix & Symantec
- Email Client (Outlook / Outlook Express / GroupWise)
- Microsoft Office Standard Suite
Not included in this service are:
- Installation of new software
- File restoration and data backup
- Problems occurring in applications or devices not on the Supported Products list
- Setup of new devices. PCs or peripherals
- No onsite desktop support is included in this service
- Onsite staff can be dispatched by our Solutions Center to resolve any onsite desktop issues
- Level II support services
Level 2 END USER HELP DESK
Level II Help Desk Support Once a call is identified as requiring advanced support or is escalated to Level II, the analysts follow additional call-logging and troubleshooting procedures to ensure a smooth transition for the caller. The Level II analyst will apply advanced troubleshooting including remote connection to a server to achieve resolution of the issue.
Typical second-level escalation causes:
- Software/application-related incidents on Microsoft, Novell, Citrix from the desktop level
- Printer-related problems such as mapping, drivers and connectivity
- Incidents related to a network such as log in and response issues
- Core competency product set incidents for Microsoft, Novell, Citrix and Cisco
- Server based Password resets
- User add, moves, or changes in Active Directory
- Firewall Troubleshooting (with documentation)
- Server Diagnostic
- Server Troubleshooting (OS only)
Outside of the services scope:
- Installation of new software
- File restoration and data backup
- Spyware or virus cleaning from either servers or PCs
- Problems occurring in applications or devices not on the Supported Products List
- Setup of new devices (PCs or peripherals)