IT Helpdesk Support
When your company’s employees have technology questions and problems, they most likely contact the IT department for help. However, sometimes the strain of these
“fix it” situations can cause valuable IT personnel to waste time that could be spent more productively on big-picture strategy and priority concerns.
To help
alleviate the burden on your internal team, MCPc offers IT Helpdesk Support. An element of our IT Managed Services solution,
MCPc Care, Helpdesk Support provides you with a
knowledgeable team of professionals that take technology calls from your company and troubleshoot issues over the phone. When additional support is needed, we
dispatch a service technician to your offices immediately to resolve the issue with
as little disruption to you as possible.
Our support plans are flexible, even offering
24/7 phone support and service — including availability on weekends and holidays. With MCPc IT Helpdesk Support, you can choose to simply
augment your internal call center, or completely outsource it to us.
For any Helpdesk Support Engagement, we’ll work with you to
create a custom knowledge base that includes details on the following:
- Hardware and software details
- Physical business address
- Issue escalation contacts
- Enhanced contact standards for company VIPs
- After-hours support strategies
- Device lists
- Site maps and network topology
- Support documents for custom application
- IP ranges
- Common issues and resolutions
With this information stored and readily available to your MCPc Helpdesk Support team, we can ensure that
issues are solved as quickly and efficiently as possible, and that common problems are communicated to you for more proactive resolution. There are
two standard levels of support:
Level One
After developing your company’s custom knowledge base, our experienced staff will use support guides to troubleshoot problems over the phone.
Level Two
In addition to the features of our level-one support, this includes the ability for our team to remotely connect to your server. Because of this, we can provide more in-depth issue resolution, including: software and application incidents, printer errors, network login and response, server-based password resets, user additions and changes, and server diagnostics and troubleshooting.
With either option, MCPc can also provide
rapid-response hardware repair as needed.
No matter your support needs, you can
trust in the expertise and professionalism of MCPc. Our technicians are
certified by leading technology manufacturers to service and support their equipment in accordance with warranty requirements.
Contact us to learn more about MCPc’s Helpdesk Support Services.