Helpdesk remote support
Our remote support service facilitate clients to get quick Tier 1 support for technical troubleshoot. We use different cloud applications to help our client’s end-user. So that Client’s business is never impacted. Our desk agents not only logs the ticket but also ensure to fix errors if remotely possible
Our agents receives the call, email, or Chat with service request.
Agents log the ticket as depending on issue. and Client receive confirmation reference.
Agents include End client’s remote availability, machine specs as preference in ticket and error photos provided by End-user.
Remote Support schedule and sent email calendar and SMS to End-client remote availability as advance notification
- Our remote agent contact user on agreed time date.
- Agent access End-user machine pre-approved application (Review ”Remote Access).
- If local hands requires we inform End-user about visit date time for onsite support. (If contact include remote support and onsupport)
- If remote agent able to fix the issue remotely, client is inform for evaluate resolution.
- After resolution of impacted ticket, we sent a email End-user to accept or reject the resolution on ticket.
- If Rejected we go back to Step 2.
- If accepted, we request for feedback on our service agent.