Business Solutions - Help Desk Services

Help Desk Services

Overview

Information Technology Architects, Inc., in business since 1996, has over 300 years combined experience in IT consulting and support of enterprise infrastructure.  One of our latest products is our Help Desk Services, through which you can contract with ITA to provide Tier 1 (basic) and Tier 2 (complex) off-site help desk services to your enterprise, allowing you to reduce support personnel and expenses at your location, and allow your IT staff to focus on the issues worthy of their attention and pay.

Located in Evansville, Indiana our support personnel are all local and trained in providing courteous and professional Tier 1 and Tier 2 IT support to your enterprise via telephone and state of the art remote support tools.  Our goal is to resolve at least 90% of your help desk calls remotely- saving your IT staff time, saving your enterprise money, and increasing productivity for all employees who spend less time waiting on IT to solve their problems. 

Services and Pricing

We offer 3 specific help desk services:

9/5 Support – Our 9/5 coverage provides help desk services to your enterprise during your regular business hours which includes up to 9 hours per day, up to 5 days per week).

24/7 Support – Our 24/7 coverage provides help desk services to your enterprise 24 hours a day, 7 days a week, 365 days a year.  Note that 9/5 and 24/7 support cannot be combined, but you may select one or the other for your entire enterprise.

PAM – Our “Pro-Active Monitoring” service, PAM, utilizes our LogMeIn Pro 2 software to monitor the health of your computers, including free hard drive space, RAM, processor utilization, and can monitor required services, etc. to ensure that they are running.  Our personnel are alerted to any issues as they happen.  Unlike help desk support which is initiated by your users, PAM support is initiated by ITA personnel- i.e. we call your user and/or work to solve the detected problem(s) proactively.  This can be used in conjunction with 9/5 or 24/7 support, or by itself.

Prices are based on the services selected and the number of computers being supported, adjusted monthly. 

Frequently Asked Questions

Support Software - We recommend LogMeIn Pro2 for remote support, which ITA will provide at no additional cost.  Alternatively, we will consider using a different support solution if you prefer an alternate solution that you already have in place that we can access via VPN, etc.

Support Calls - All calls are routed to a telephone number at ITA which will be dedicated to your enterprise for technical support.

Support Process - When your users have an IT / computer problem, they will call the support telephone number (or an internal extension that you designate which forwards to support).  Our personnel will then take their call and assist the caller.  If they cannot solve the issue, the call will be transferred to tier 2 support.  If we still cannot solve the issue, the issue will be logged in detail and referred to your IT department for on-site resolution.

Hold Times / SLA - We are committed to ensuring that your personnel have an initial hold time of less than 5 minutes 90% of the time.  Usually there is little to no hold time required.

Contract Term - We require a minimum of a one-year commitment, but offer a 10% discount if your enterprise commits to a minimum of 3 years.

Supported Applications – We will support the following operating systems: Windows 2000, Windows XP, Windows Vista, Windows 7, Mac OS X, Ubuntu Linux and most thin client environments.  Additionally we will support all software that is required for your day to day operation including Office 2003, Office 2007, Office 2010, and any vertical applications that are specific to your operation.  We require all clients to provide us with a detailed Support Manual that shall include a list of all supported software in the environment, as well as troubleshooting steps and any additional information required to support vertical applications used in your environment.  Additionally, we request email or telephone notification of any scheduled outages or IT events in your environment that may affect our support.

Quality Assurance - We regularly monitor and record IT support calls in order to ensure that your users are being treated professionally by our staff and with utmost attention to resolving their problem quickly and efficiently.