CUSTOMER PROFILE
The need for a reliable IT help desk is universal in the business world. Virtually any company can benefit from a
support contract including Essential’s Help Desk. At any time, users are just an email or telephone call away from
getting technical support from experienced engineers. You can can get help desk solutions to choose our services.
Essential supports a wide variety of businesses including clients in the following sectors:
- Manufacturing
- Distributing
- Financial Services
- Associations
- Professional services
- Health Care
- Transportation
- Real Estate
- Food Services
- Retail
CUSTOMER SITUATION/PROBLEMS
When companies with no internal IT department experience network, hardware or software problems, the business becomes inefficient, operations slow down, time and money are wasted. Management and employees become frustrated and stress levels are high resulting in low morale and loss of productivity. Common IT problems include:
- Inefficient or outdated network configurations
- Poor or no maintenance leading to slow systems or complete crashes
- Viruses and spyware
- Email spam
- Erroneously deleted or misfiled documents
- Server administration problems
- Hardware malfunctions (inability to print)
POTENTIAL SOLUTIONS
- Full time internal IT department, a costly option and few companies can afford 24 hour in house support.
- Wait until something goes wrong and then scramble to find a technician. This results in a great loss of time, since most IT support companies do not provide immediate support and many provide only onsite support.
BENEFITS OF USING ESSENTIAL’S HELP DESK
- Save money by paying for onsite support only when it is absolutely needed.
- Over 95% of technical issues can be solved by our engineers remotely; you don’t have to pay for someone to come to your office.
- Infinity’s engineers can handle all aspects of your network, they become very familiar with your hardware, software and configurations, which makes problem resolution easier and faster.
- Does not require any software installations by users.
HIGHLIGHTS
- User friendly web based software makes opening support requests easy. Users simply log in and open a new ticket, or send an email to a designated address which automatically generates a ticket in the help desk software
- Urgent requests can be made via telephone for immediate assistance 24 hours a day
- Help Desk Support is included with most other services (Application Sharing, Remote backup etc)
- Preventive Maintenance ‐ to avoid common problems and any network, server, or workstation downtime, Essential provides customers with server monitoring services and preventive maintenance.
- Servers are monitored in real time for critical events such as memory and CPU utilization, disk space, services (such as Exchange, Blackberry and ant‐virus) and the event viewer for any critical events.
- A critical aspect of preventive maintenance is to update the server and installed applications with the latest patches (to increase security and server stability).
- Technical support is provided quickly; our engineers respond to and resolve technical issues within guidelines well above industry standards.
Statistics from our help desk illustrate our above average response times:
FIRST RESPONSE
|
Type of Request |
Guaranteed Response Time* |
Our Average Response Time* |
|
Urgent (Critical) |
4 hours |
37 minutes |
|
Medium (Non‐Critical) |
8 hours |
2 hours 36 minutes |
|
Low (Scheduled) |
10 hours |
4 hours 58 minutes |
SUMMARY
- Essential provides expert technical support and excellent customer services at an affordable monthly rate.
- Businesses that use our Help Desk know we are always just an email or phone call away, and have confidence we can not only solve problems when they arise, but also trust we can provide advice and guidance in regards to their networks (upgrading, maintenance) to help avoid problems before they happen.
- Essential acts as an internal IT department, but at a much lower cost.
TESTIMONIAL
“During the time I worked with the staff at Essential Data Services, I always felt like I was a partner in the process and not just a generic client. They’re a professional, customer‐focused, and very knowledgeable IT group, and I highly recommend their services.”
‐ Peter, Information and Web Services Specialist
“My experience with the help desk continues to be a positive and successful one. My requests are always dealt with in a timely manner, and the customer service of the staff is excellent. I enjoy using help desk and find it very user friendly. Many thanks to a wonderful team!”
– Marcia, Marketing Assistant
“Essential’s Help Desk provides our company with fast, efficient and courteous service. They understand our needs and always provide excellent customer service. They are a pleasure to work with and make my life a little easier.”
– Nancy, Office Manager
