Managed Service Desk

A service desk is the centralized support center for an organization, and maintaining it 24x7x365 with highly-trained staff can be challenging.

As part of the Managed Service Practice, Netsync’s Managed Service Desk solution centralizes and tracks all incidents, providing data on the frequency and types of issues commonly reported and enabling root cause issue resolution. It eliminates the distraction of handling most Level 1 helpdesk support requests, freeing you and your IT staff to deal with more business-critical issues and strategies while maintaining the expertise necessary to address all infrastructure and user issues and needs.

Netsync’s Managed Service Desk Practice Team can:

• Receive, document, and resolve in-bound user requests
• Create tickets to provide documentation regarding issue tracking and resolution
• Determine the appropriate escalation of individual issues
• Support end-user devices and software
• Identify the most effective solution points for all issues – hardware, software, or network.
• Manage administrator system accounts and passwords
• Manage all software/firmware patching
• Coordinate incident and problem management
• Oversee device backup and recovery
• Deploy appropriate monitoring and management tools