Help Desk

Our Help Desk operations are manned by a team of IT support professionals that leverage and utilize one of the best  Professional Service Automation Automation (PSA) applications currently available in our marketplace.

This application and our help desk support team makes requesting help an easy but efficient process.

In addition to resolving your technical support issues, our team is always available to answer your frequently occurring "how to" questions.

This application allows 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.

These 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 support team 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 troubleshoot 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 Network Administrator 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 will be aware of this exception as the issue will receive 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 Network Administrator and your assigned support team 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 technical support team 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 Network Administrator 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 Network Administrator will work with the respective development companies on your behalf.

Although many issues may need to be resolved at your location, your Network Administrator 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.