IT Helpdesk
来源: sincom   发布时间: 2010-05-30 10:55   3336 次浏览   大小:  16px  14px  12px
IT Helpdesk Service

   We have more than 8 years experience in Forgein Company IT helpdesk serice ,and now we have more than 5 persons team to provide such service for more than 10 famous companys .here is our service details:

SINCOM IT Helpdesk Service Content:

1)One engineerworks in customers'offices forsome time a week and  provides 365*24*7 hotline supporting

2) Installations and upgrades/updates all software w/ IT department’s approval 

3) On site troubleshooting for all computer and phone systems

 

4) On site troubleshooting for Video Conference unit and training

System health check
 
5) On-call for computer and phone problems
 
6) Order new PC w/ IT department’s approval
 
7) Basic training for computer and software usage
 
8) Set up new phone set, voice mail and corporate directory
 
9) System Documentation and inventory
 
10) Purchase misc. computer parts as needed
 
11) Server and Network Hardware support
 
12) Computer virus detection and remova

Priority Definition:

Priority 1
An existing network is down or there is a critical impact to the End User’s business operation.
Priority 2
Operation of an existing network is severely degraded or significant aspects of the End User’s business operation.
Priority 3
Operational performance of the network is impaired while most business operations remain functional.
Priority 4
Information or assistance is required on product capabilities, installation, or configuration.
There is clearly little or no impact to the End User’s business operation.l
Service Level Assurance:
1)     Phone and remote support from Monday to Friday (excluding public holidays), 9:00am to 6:00pm hotline
2)     Four hours on-site response for Priority 1 and Priority 2 problem resolution
3)     Next Business Day on-site response for Priority 3 and Priority 4 problem resolution
4)     SINCOM provides equipment check service; the hardware repair charge is excluded.
5)     If SINCOM needs arrange engineers to go to other offices for maintenance service the travel cost is excluded.

 

 Our Customers List: 

MG2  /ACER/ NBBJ/ .....

 

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