Help Desk

Via our help desk support capabilities, SysArc clients are able to obtain information and request assistance in the diagnosis, trouble shooting and issue resolution of their computers as well as peripheral devices.

These services are provided via an advanced ticketing application, a toll-free number and three office location numbers, our website, our online chat application, the direct cell phone and email address of your IT Manager and secondary engineers as well as our Operations Manager.

This application has been integrated with our network monitoring, remote diagnosis tools and customer portal application. These allow us to create an audit trail and knowledge library archive of all trouble tickets and their associated resolution. In addition, we are able to provide your company with detailed billing and task completion information. More importantly, these integrated applications ensure that we are more accountable to our clients and prevent help desk support requests from "slipping through the cracks" or remain as an open ticket for an unacceptable period of time. Our applications and tools can be utilized by organizations at both the enterprise as well as departmental level.

Our solution will provide you with several distinctive benefits. Firstly, it provides a centralized location to request and document all service requests. For each request, a unique ticket number is created which allows us to track the status and outcome in real-time via the centralized dashboard. Your engineer has complete visibility into any support requests and can more effectively prioritize his work load to address the more serious incidents faster.

Secondly, we are able to create an "Incident Archive" which can be used to archive, locate and analyze any frequently occurring issues within your infrastructure. This capability to access your account history often results in quicker times to trouble shoot potential issues.

SysArc has implemented a number of ways to resolve your service requests. The first step in issue resolution is often for your assigned IT Manager to consult the knowledge base within our application that contains an archive of resolved issues for your company.

If this is a new issue occurrence, then our staff receives escalated visibility within our ticketing application. However, unlike other providers in our industry that escalate an issue up through the ranks of their organization, your IT manager will responsible for your issue until your problem is resolved.

In addition, your account will be assigned a secondary engineer that will receive any escalation alerts and will also have visibility into our help desk ticketing application. SysArc utilizes an Operations Manager to supervise all ticket requests and to provide an additional level of management and oversight of our staff.

Lastly, we utilize a closed-loop customer feedback system that provides us an additional capability to make sure we are meeting or exceeding your expectations at all times.

Desktop Issues

Your IT Manager is also responsible for support all aspects on your environment that typically entails your desktops, laptops, PDA's and peripheral devices. They are also able to assist in the configuring a new user's computers as well relocating workstations to a new location, repairing and installing software or any other hardware related problems.

Network Issues

In addition to providing desktop support, SysArc's help desk ticketing application may also be used to initiate all types of network support requests. Your IT manager will be responsible for your network hardware, software and your entire technology environment that often includes servers, firewalls, routers, switches and backup applications (if applicable). He will also be responsible for any network services such as your software applications, internet access, email, file and security.

Other Technical Issues

Your IT Manager may also be requested to assist in resolving any telecom related issues. He will often consult and work with your current third-party service providers of your phone systems such as your PBX, VOIP, voicemail, telephone sets, facsimile machines and modems. He can assist in the configuration and moving of phone numbers and voicemail set-up and service initiation.

If your organization utilizes custom developed software applications, your IT Manager will work with the respective development companies on your behalf.

Although many issues may need to be resolved at your location, your IT Manager may also utilize our remote access and diagnostic tools to resolve your issue. Once again, all work and the issue resolution will be recorded and archived within our help desk ticketing application.