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The ARHD Difference
America’s
Remote Help Desk provides traditional IT
infrastructure services from Project implementation
to Incident Management and Maintenance.
So what sets us apart?
Support and Incident Management
System
ARHD has customized an instance of Service-Now®
- Service-Now® is an outsourced ASP
ticket management system based on the ITIL
framework. Out of the box, Service-Now is
a complete ITIL infrastructure management
solution. As a further customized ARHD product,
we’ve taken it to the next level.
Through refined process and workflow automation,
we’ve designed a plug and play system
that works in any IT environment.
Experience
We have spent years perfecting our support
solution. The only startup time involved is the time required
to become familiar with your organization
and IT infrastructure. Our systems can be
inserted into any environment
having an immediate positive impact on the end-user’s
support delivery experience.
Manager/Client Web Portal
Every organization and enduser that works
with ARHD has access to an online private portal
to enter, view status, and update tickets.
Specific management points of contact are
given additional access to enter, view status,
and update tickets for the entire organization.
In addition to ticket management capabilities,
ARHD offers real time web reporting for
instant access to important statistics about
your organization.
Customized Support Model
We have designed our service to be a truly
customized support solution that can meet
your requirements. Here’s an
idea of how our support model can help your
organization meet its IT and business goals:
ARHD can:
Provide the Entire Support Function
o Strategic Design
o Network Management
o Help Desk Services
o Workflow and Tracking Systems
We have the experience, knowledge, and expertise
to provide a complete IT solution to your
organization.
Provide Help Desk Support Services
o Help Desk Troubleshooting and Resolution
o Escalation to Internal Support
o Workflow and Tracking Systems
Even if you have an IT department, ARHD can provide a solution that lets your
team focus on projects that make the business
better. We can provide the initial line
of support and use our workflow and tracking
systems to buffer your team from the front
lines.
Provide the Platform to Deliver
Support
o Workflow and Tracking Systems
Maybe you just need the systems to drive
your work flow and manage the process? No
problem, we can provide you with a plug-and-play
workflow and tracking system developed through
years of support delivery experience. There
are no systems to maintain and very few
processes and procedures to define. We’ve
already done the leg work!
Reporting
Over the years, ARHD has developed a wide
variety of reports to analyze data. Through
our analysis, we provide a clear picture
of the entire service delivery function
and the results achieved throughout the
lifecycle of the defined support process.
We also provide automated daily, weekly,
monthly reports via email or real-time web
portal to keep a close manager’s eye
on service delivery at whatever intervals
you choose.
Remote Support and Security
The ability to securely access your desktop
remotely differentiates America's Remote
Help Desk from the traditional On-Site alternatives.
There are 5 measures to insure 100% security
for your organization’s Technical
Infrastructure:
1. End User Must Initiate the Session - The end user must say Yes to 2 prompts
to create the secure connection
2. End User Always Has Control
Over the Mouse - When you and our
Technician move the mouse at the same time,
the action always defaults to your
control.
3. End User May End the Session
at Any Time - If you need to go
to a meeting or take an important call,
you can stop the remote connection immediately
4. Web Base Plug-in utilizes 128-bit
encryption scheme - This 128-bit
encryption provides 100% security for the
end user and your network
5. E-Secure - The Remote
Control product is E-Secure compliant
Our remote support products are
compliant with HIPAA and GLBA.
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