Outsource Help Desk Services

Dedicated Support Team – Quality of Support

ARHD’s Outsource Help Desk model dedicates a team of support professionals to your organization, regardless of size. This model, along with the quality of technicians and low turnover, ensures a consistently high quality support experience.

• ARHD's technicians have an average of 10+ years of IT experience and the annual Help Desk turnover at ARHD is less than 5%, with an average tenure of 4+ years
• Scalable model provides continuity and currently supports organizations from 10 to 6,000 users
• Strict quality control processes are consistently enforced
• Your dedicated team of Senior Technicians and customized process enables you and your team to address other business issues or opportunities

ARHD’s Outsource Help Desk Support Service Includes:

• 24x7x365 support
• Enterprise Class Service Management System
• Mature, customized client rollout process to ensure success
  • Throughout the rollout process, we develop your specific support solution to maximize efficiency and minimize cost.

Custom Application Support

ARHD recognizes that most organizations have specialized applications. We have established training processes and procedures that ensure high quality Level 1 and 2 support for custom applications.

• Support for proprietary and industry specific software as part of a complete outsource IT support solution
• Turn Key IT Support: Outsource your custom application’s product support
• We are the liaison to the application developers to ensure the issue is properly communicated

Escalation Process

Some IT support needs require additional levels of assistance or have Project Management requirements. A well designed escalation process is key to setting and meeting end user expectations for maximum customer satisfaction.

• During our Service Desk Rollout we establish the optimal escalation processes for your organization.
• Flexible Escalation Options based on your internal staffing and needs:
  • Issues can be routed to your internal IT team using our Enterprise Class Service Management System
  • Follow the established best practices and escalate to ARHD’s next level via our Service Delivery Supervisor
• Regular communication on your escalated issue occurs automatically so you know the status of current issues

Service Level Management and Cost Controls

ARHD offers a wide variety of Remote Help Desk and phone reports to help you manage your IT expenditures and performance metrics. Our reporting and client review presentation is ready for you to present to upper management.

• Manage IT as a business with automated reports at your requested frequency – daily, weekly, monthly
• Types of reports include: Number of Incidents, Top 10 Callers, Top 10 Subjects, Tickets Closed Last Week, Abandon Rates, and Average Time to Answer
• We work closely with your organization to establish cost controls and mitigate reactive IT Support

• Cloud Computing Maintenance and Management
  • Google Apps for Business
  • Hosted Exchange and SharePoint
  • Server Colocation and Virtualization
• Infrastructure Management Manage all network needs
  • Managed Services
  • Server Virtualization
  • Outsource IT
• Help Desk Outstanding Help Desk support
  • ITIL Based Service Desk
  • Outsource Help Desk
  • 24x7x365 Support