Help Desk
ARHD utilizes the ITIL Service Desk Support Model to effectively deliver Help Desk Services. The Service Desk Support Model emphasizes focus on Incident Control and Communication throughout the lifecycle of a technical issue. ARHD develops customized, efficient processes and procedures for our experienced Service Desk Analysts to follow. These vital components along with the latest technology enable ARHD to provide real-time quality support solutions 24x7.
ARHD's Help Desk provides your organization with:
(Click on sections below for more info.)
Immediate Real Time Support
ARHD provides live support over the phone at your convenience.
- Average Answer Time is less than 30 seconds
- Complete problem resolution with automated communication to keep you informed
- 100% Customer Service Focused
- Currently supporting organizations from 10 users to over 6,000 users
Superior Customer Service
Customer Service is a key focus area at ARHD.
- Updates on every incident
- Provide a positive experience
- Manage expectations
- Service with a smile!
World Class Response Times
Experienced Technicians
ARHD’s Technicians go through a thorough screening process to ensure you receive quality support.
- Each technician has a minimum of 5 years Technical Support experience
- Experience troubleshooting Hardware and Software issues
- Network Administrator skill set with a Desktop Support Focus
- Thorough training to understand client environments and ARHD workflow procedures
Each client has a dedicated team of Techicians who work together to meet their needs and requirements.
- Dedicated support with unparalleled continuity to the end users
- You will speak with a familiar Technician to address your issue
- Our call metrics and ticket resolution exceeds expectations... just ask our clients!
Secure Connection
Five measures to insure 100% security for your organization:
- End User must initiate the session
- End User always has control over the mouse
- End User can disable the session at any time
- Web based plug-in utilizes 128-bit encryption scheme
- HIPAA, GLBA, SOX & E-Secure Compliant
Quick and Easy Connection
We’ve made Help Desk support easy with our user friendly connection process:
- Call the Help Desk
- Go to www.remotehelpdesk.com
- Click on the Support tab at the top
- Enter your name in the Support box; click the Click Here button
- Authorize the connection with 2 prompts that will appear
Incident Resolution
Effective Incident Resolution is imperative for customer satisfaction and maximizing employee productivity.
- Help Desk tracks incidents from inception to end user satisfaction.
- The user is alerted via automated notification from our tracking system when the problem has been resolved.
- For more complex problems, we contact you by phone to explain the resolution or status.
- The Help Desk focuses on incident resolution first, and then focuses on identifying root cause to avoid a recurrence.
Escalation and Follow Up
Certain requests require additional levels of support or Project Management involvement. ARHD handles the escalation process by:
- Defining escalation procedures that are the most effective for the client
- Escalating your incident to the appropriate person to expedite resolution
- Follow up with the end user to verify the problem is rectified
Comprehensive Reporting
ARHD offers a wide variety of Help Desk and Phone Reports to help you track your IT expenditures and performance.
- Provides management with the ability to manage costs
- Provides comprehensive understanding of end user IT support and training needs
- Alleviates hours spent preparing presentations on IT performance
- No Additional Cost!!
24x 7 Live Support
ARHD’s Help Desk is available 24 hours a day, 7 days a week, 365 days per year.
- Single Tier of Support
- The person who answers the phone can resolve your problem!
- Calls answered within 30 seconds
- Support for office applications such as Microsoft Office or any proprietary applications
- Handle issues such as network connectivity, applications, printers and more!
- Remote Network Monitoring
