Service Desk
What Does Our Service Desk do?
The primary focus of our IT service desk is to be the point of contact for monitoring & owning your incidents, addressing user requests/questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, our service desk often plays an active role in capturing change requests, maintaining 3rd party support contracts, managing software licenses and assisting with problem management.
Desktop & Operating Systems Applications
Business Continuity Management
Data Access Management
Infrastructure/Service Monitoring
Employee On-boarding
Benefits
What is the benefits of our Service Desk?
Cost Savings and Scalability
Cost savings and scalability are the two largest benefits you will receive when you implement our IT Service Desk in your organization. Using our properly staffed service desk we will manage and handle all your routine IT work. We will provide your organization with a low-cost option for transferring simple work from expensive engineering teams and subject matter experts, enabling them to focus on activities that add more value to the company. Our service desk can also provide a means for the company to provide follow-the-sun support to global operations and distributed user communities.
Service Desk
Plan Detail and Resources
Our support plan does not include applicable governmental taxes. Our plans are quoted in USD and will be billed in USD if purchased online. If purchased at our office your plan will be billed at our local currency using the Bank of Jamaica’s exchange rate at point of sale. Minimum billing time is 1 hour and maximum billing time is 8 hours per day. Overtime charges will be applied to jobs going overtime outside of our control. Jobs on holidays or weekends will attract time and half or double time rates.
Level 1 - Support
Basic Troubleshooting- 1st line technical support by phone and email
- Up to 3 Desktop & Operating Systems Applications
- Up to 3 End Users
- 5 Calls or 72 hours per month
- Unlimited email requests
- Business Continuity Management
- Data Access Management
- Infrastructure/Service Monitoring
- Employee On-boarding
- Enterprise Servers Hardware & Server Operating System
- Enterprise Software
- On site staffing
Level 2 - Support
Technical Support Engineer- 1st line technical support by phone and email
- Up to 7 Desktop & Operating Systems Applications
- Up to 8 End Users
- 10 Calls or 160 hours per month
- Unlimited email requests
- Business Continuity Management
- Data Access Management
- Infrastructure/Service Monitoring
- Employee On-boarding
- Enterprise Servers Hardware & Server Operating System
- Enterprise Software
- On site staffing
Level 3 - Specialist
Enterprise Support Engineer- 1st line technical support by phone and email
- Up to 13 Desktop & Operating Systems Applications
- Up to 14 End Users
- 15 Calls or 360 hours per month
- Unlimited email requests
- Business Continuity Management
- Data Access Management
- Infrastructure/Service Monitoring
- Employee On-boarding
- Enterprise Servers Hardware & Server Operating System
- Enterprise Software
- On site staffing **
Didn’t find what you were looking for?
** On site staffing may attract additional charges. Please outline your need to our expertz for more information.
We're Here To Help!
Office
8 West Henderson Blvd.
Greater Portmore, St Catherine, Jamaica W.I.
Hours
M-F: 9am - 5pm
S-S: Closed
Call Us
USA +1(518) 992-6862
Canada +1(647) 478-6541
