Service Desk
Providing help desk support to end-users is a major challenge for most businesses. Not only does end-user support exhaust IT staff resources, but also drains IT budgets as support staff are pulled from mission-critical projects. A high percentage of all service calls pertain to Level 1 desktop support, however, a majority of companies do not retain Level 1 support personnel and in turn assign high-level IT staff to perform routine lower priority tasks such as adding printers, changing passwords, etc.
TNS' support offering provides an effective return on investment by employing a remote support solution (in contrast to hiring a dedicated support staff) which yields high-class desktop support plus access to a tremendous amount of IT experience, knowledge, and certification skills.
This service provides:
- Client interview to define notification contacts and escalation procedures
- Dedicated TNS Service Desk telephone number
- Unlimited calls to the TNS Service Desk
- Email access to TNS Service Desk experts
- Telephone and email support for basic network connectivity issues, desktop issues, application access, and basic functionality
- A remote control software agent to provide desktop support on-line
- Established escalation procedures to handle advanced problems
- Upgrade available for after hour and non-business day support
Basic Application Support
While the network health of the IT environment is highly important, it is still the applications that are most visible and mission-critical to the end-user. The Basic Application Support offering would assign TNS as your Service Desk for standard business application issues (Microsoft Office, Citrix, Adobe Acrobat, WinZip, anti-virus or anti-spyware software, CD-authoring, ActiveSync, and other non-proprietary software applications).
This service provides:
- Initial inventory of all applications(s) to be administered
- On-site deployment of administration technology and configuration of communications link to TNS
- Client interview to define notification contacts and escalation procedures
- Service desk support for standard desktop applications
- Remote administration performed on-demand by TNS NOC operations staff
ISV Application Support
Proprietary office applications are often not only highly important to the end-user, but often more complex and challenging to support as they do not integrate or perform with the same regularity and simplicity as standard desktop software. The 3rd party Independent Software Vendor (ISV) Application support offering would assign TNS as your first responder to standard application specific issues as well as mediating issues with 3rd party software vendors.
TNS can act as your primary contact and intermediary with proprietary software vendors in order to remediate end-user issues or integrate these proprietary applications into your network efficiently and in the manner of IT industry "best practices."
This service provides:
- Initial inventory of all applications to be administered
- On-site deployment of administration technology and configuration of communications link to TNS
- Client interview to define notification contacts and escalation procedures
- TNS as point of contact for proprietary 3rd party software support
- Service desk support of covered applications
- Remote administration performed on-demand by TNS NOC operations staff
