You already know that one of your most important functions as a business is customer service.
“At first, a product or service is what attracts a customer’s interest,” writes Business Insider, “but it is often the reputation a company has for service afterward that determines whether they come back or not. It also drives word of mouth recommendations, online and in real life.”
Live chat, ticketing, email support, social integration, a self-serve “knowledge base” — these are some of the great features you’ll find in software-as-a-service help desk platforms. They help you help your customers, so your customers keep coming back.
But Zendesk, Freshdesk, and others are ticketing systems. You still need someone to actually solve the problem. That could be your customer service department.
But when the problem is your own network infrastructure, you need IT support.
An Intro to IT Support Services
Your technology is the heart of your organization. When it’s not working, neither is your business.
That’s when you need a managed IT services provider like PC Professional. Support is one of our core services.
PC Professional provides both remote and onsite IT support for just about any issue you may have: servers and desktops, cloud computing, networks, phone systems, security breaches, and more. We get you back up and running, whatever kind of problem.
Here is an overview of the various kinds of IT support your organization may need:
First Contact: Help Desk
You never know what will stop working next: your printer, Internet connection, phones, applications, upgrades, logins.
So much today depends on all these things working, that sometimes even a small breakdown requires immediate attention. And it could be anything, with any of these systems.
That’s what a help desk is for. Our experienced help desk team acts as an extension of your IT staff or other tech support.
You get a single point of contact for a wide range of support services, including basic incident and problem management, user management, Service Level Agreement issues (see below), and much more.
Remote IT Support
Keeping your IT network running efficiently requires the right combination of on-site and remote technical support.
Sometimes our engineers can solve a problem remotely, without an onsite visit. That saves you time and money, with a faster turnaround.
Our help desk refers your issue to an IT engineer, who logs onto your system from his or her own location, takes control of your computer, and gets to work. This works for both hardware and software issues.
The remote connection is secure, and you can even watch as the engineer resolves the issue.
Remote, proactive monitoring allows us to identify issues before they become problems.
We monitor a lot of things, including server utilization, data backups, software patches and updates, Internet connections, asset lifecycle management, and much more.
We’re watching your servers around the clock to protect you from attacks. Automatic alerts and regular system analysis reports help us keep your network operating at peak performance.
Service Level Agreements (SLA)
Ever notice how your device always breaks down right after the warranty expires?
When your company depends on its technology, breakdowns can be disruptive and costly. You use so many devices that it’s critical to have options for fixing them after the warranty expires.
That’s why more and more organizations want Service Legal Agreements with their IT vendors to ensure ongoing high standards of support.
As your virtual CIO, we consult on negotiating SLA’s with hardware makers, software developers, phone vendors, Internet and cloud providers, and others that are so critical to your business.
Afterward, we monitor your SLAs and ensure that manufacturers meet their obligations.
Your Voice over IP (VoIP) system is how you talk over the Internet.
Our end-to-end VoIP solutions use a blended architecture that combines space saving hardware in your office backed up by redundant cloud-hosted data centers.
That ensures you get a robust, fully managed and monitored system with high call quality and system reliability. Standard functions include call forwarding, direct messaging, 3-way and video conference calls, and the ability to call, text, and even fax from business mobile devices.
Our VoIP support plan includes analysis and research, an implementation and migration plan, setup, training, and help desk support after installation.
The longer your network is out of commission due to malware or other cyberattack, the more you stand to lose.
Viruses and malware are common causes of IT disasters, but not the only ones. Hardware failure, software corruption, lost Internet connections, intrusion, theft, and unforeseen threats are common as well.
Our process enables us to monitor and identify potential cyberattack sources, install firewalls and protection software, back up your data, train your staff to identify threats, and respond to attacks should one ever happen.
How can we support you?
Many managed service providers offer IT support for only a small range of issues.
But with 38 years of experience providing managed IT services in the Bay Area, we’re able to provide IT support for just about any technological issue you may have. Our engineers and help desk team are all highly trained and experienced.
Some issues can’t be solved over the phone or remotely. If not, we send one of our engineers to your location.
“We like to get to know people,” says Dan Sanguinetti, PC Professional’s founder and CEO.
Contact us and get to know our IT support services too.