Help Desk - 24 hour x 7 day
The Helpdesk service needs to provide access to answers anytime using the method that best suits the subscriber's needs:
- email for the “How to I do ....?” or non-urgent questions
- on-line “chat” session for a quick answer to more immediate issues
- telephone support for when a personal approach is necessary, or
- online shared computer support, where technical support specialists utilise Remote Control OnDemand technology to provide one-on-one attention for complex problem resolution.
In addition, the Helpdesk should be able to arrange and co-ordinate access to an on-site repair service for those problems that require a physical presence.
TechOnline's Help service has been designed to meet all these needs and more.
For small businesses, 24 hour x 7 day support has always been too costly to be a viable option. Often, the problem faced is not a major one – it might just be a simple “How can I do this in Microsoft Word?” type of question. It usually does not get answered and you learn to live with the limitation or work around the issue.
A common support option involves asking friends or relatives, or anyone who appears to know something about computers. Unfortunately, these good Samaritans usually have limited knowledge or are not accessible when you really need them.
Big business, on the other hand, provides users with a number of options for computer support. Their IT departments have a “Helpdesk” to email or call when a problem arises. If necessary, the IT department carries out additional research or refers the problem onto other experts. When the problem can only be fixed by using a service/repair person on site, they send either their own technical staff or outsource this service to an organisation that specialises in such services.
Other factors also make it easier for big business. All their computers are running a standard operating environment, and regular software and hardware audits are carried out on all computers. As a result, the Helpdesk can advise the on-site service person exactly what sort of system the user is running – both hardware and software. This information is made available to the on-site service person to ensure no surprises and to minimise down-time.
