Managed by experienced industry professionals
Our remote Service Support Desk provides firms the power to easily administer their IT support they require. It’s a quick, accessible, and proactive method to get IT support your firm needs. We also caters the ability to open tickets for the resolution of reactive service problems, for example, employee off-boarding, lost file recovery, network printer troubleshooting, Microsoft Office product support, workstation and mobile phone troubleshooting, remote access set-up and much more.
A Service Support Desk Designed for Your peace of mind
We have set-up our remote service support desk system to be user-friendly as they provide your business operations quick access to efficient assistance and valuable IT support. All our clients at GSI Tech have complete access to our trouble-free service support desk to open tickets for virtually any IT support solution requirement.
Service a Wide Range of IT Support Issues
For any IT problems that your firm might face, our service support desk excels at a vast variety of IT solutions Following are the services we offer you with our Service Desk: lost file recovery, device troubleshooting, MS Office product support, workspace problems, software issues, employee departure, mobile device issues and much more.
Anti-virus and Software Update Management
GSI Tech’s Service Support Desk has a solution for every IT related problem 24/7. We can assist you in managing everything from anti-virus, email, firewall and security renewals to server and software updates.
Ticketing system
ITIL (formerly known as IT Infrastructure Library) refers to the market’s best practices and standards of IT service management. ITIL uses different terminology; it encompasses valuable IT ticketing practices in the Service Operations volume that should be understood. It is crucial to acknowledge that ITIL does not consider IT tickets directly; instead it considers IT Incidents and IT Service Requests which are a sort of IT tickets.
Events
Accounts of things that have occurred in your IT environment are referred to as events. They may be interval events or be extended duration. Some examples of events are releases, outages, maintenance activities and planned changes.
Alerts
Criterion that something has happened in your IT environment or that something is operating outside of standardized performance thresholds is called alerts. Alerts are generally generated through systems that are automated monitoring and mistake handling.
Incidents
Accidental disruptions or lower of quality of an IT service or failure of a part in your IT environment which has not yet impacted your service for e.g. outages, errors and performance problems are called incidents.
Requests
Regular tasks such as accessing cloud, resetting passwords, upgrading data or arranging services that your IT support team executes on your operational systems and resources are called requests.
- Response Time SLA – The elapsed time from a ticket being created and/or assigned to a queue until it is accepted by an individual and active troubleshooting begins
- Resolution Time SLA – The total elapsed time from ticket creation until it is set to a resolved state indicating the issue has been fully addressed