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Managed Services→Helpdesk Zion
Computers provides 24-7 Help Desk Support for product lines
where such support is appropriate. Help Desk engineers use
the innovative Remote System Monitoring application to
provide state-of-the-art software maintenance and system
troubleshooting for our customers, 24 hours a day, 7 days a
week. The Help Desk team supplies site administrators, end
users, and technical support personnel with operational
support for user-related questions and problems, as well as
maintenance support for system problems or equipment
failures.
The Help Desk Offers a Proven Record of Total
Support Coverage That Provides:
- Central point of contact for customer support
- Initial training or continuous user support
- Field or maintenance support
- Advanced engineering support
- Contact with vendors about data problems
- Problem tracking reports for trend analyses
The Help Desk Support team provides customers with a
system designed to preemptively identify and solve user
problems through remote capabilities, provide complete user
instructions or, if necessary, immediately dispatch a field
engineer to quickly identify and fix the source of problems
affecting critical equipment or causing system failures.
Remote System Monitoring
With the use of innovative Remote System Monitoring, Help
Desk engineers provide state-of-the-art software maintenance
and system troubleshooting to the customer 12 hours a day, 7
days a week, with technical support on-call.
The Remote System Monitoring provides our Help Desk
engineers with the ability to identify problems before the
customer notices. In addition, this system assists customers
with system administration, and field engineers with
troubleshooting. Our Help Desk engineers have the ability to
see exactly what the user sees, enabling them to save -
recreate the problem, as well as locate its source easily
and efficiently.
Help Desk Support Features
- 12-7 Tech Support Site Maintenance, with technical
support on-call
- Optimal leased or purchased systems
- Remote System Support
- Remote System Monitoring (SNMP)
- Remote dial up for system/network admin
- Remote X-Windows
- SMS remote control
- Depot Supply support
- Automated software delivery
- On-Line training and documentation
Benefits to Customers
| Feature |
Benefit |
| Zion provides remote system and network support |
Customer does not have to employ system/network
analysts at each site. XX sites x 24hrs/day of system
analyst time = BIG $ |
| SMS remote Control and remote X-Windows |
Can provide immediate assistance and diagnostics to
remote users |
| Remote Monitoring |
Graphically displays site equipment at Help
DeskProvides remote fault isolation Constantly monitors
health and statusAutomatically alerts Help Desk of
equipment failures and problems |
| 1 Phone Number, 1 Maintenance Provider |
Customer does not get caught between different
support organizations |
| Automated SW Delivery |
Can deliver new releases of SW in minutes; user is
prompted to initiate the SW installation |
| Support Infrastructure in Place |
Remote maintenance support is inexpensiveMinimizes
risk to customerMinimizes customer cost |
| Experience on Existing Programs |
Is applicable to other customer applications |
Contact
For additional information regarding Help Desk Support
for products, please contact 011-26250102 |
