Today's sophisticated IT environments require comprehensive, streamlined support. With our Help Desk Services, you get the industry-leading knowledge and assistance to assess, design, implement and integrate a progressive help desk solution for your business. We can work with you to improve the quality of help desk service, expedite resolutions of problems and service requests and reduce service costs to help deliver responsive, effective assistance to your organization - whenever and wherever you need it.

Our Help Desk Group provides complete and customized outsourced help desk solutions for any size of organization. With our help desk methodology we can deliver effective support to your organization. Our help desk database allows us to identify trends and address issues before they become problems.

WHAT IT IS

The Help Desk is a singe point of contact for all of your technology-related problems or questions. It serves as a centralized reporting and referral system designed to dispense information, solve most minor problems immediately, and refer more complex problems to the appropriate support personnel as quickly as possible.

CALL HANDLING

When a call is placed to the Help Desk, it is logged into a special computer program for problem tracking and assigned a number. The Help Desk technician will be able to solve most problems and answer most questions immediately, and the call record can then be closed. If this is not the case, the problem will be escalated to the next level of support. This means that the Help Desk technician will pass the call on to someone on our support team who has additional expertise in the area of your problem.

SUPPORT LEVELS

You may encounter references to a support level when you are notified of the status of a particular problem or question. FSP divides support into three levels as follows:

                   Level-1 consists of in-house Help Desk technicians who can give users an immediate response.

                   Level-2 means that the call has been passed up from the Help Desk to FSP technicians.
                   Response time will vary depending upon the extent of the problem.

                   Level-3 comes into play when sources outside of FSP must be consulted such as other Utility
                   technicians or outside vendors. Response time is no longer under our control at this point in the
                   the process.

WHEN TO CALL

You should call the Help Desk whenever you have a technology-related problem or question. Some examples of common calls might include:

                   - can't log on or log off

                   - forgotten or violated password

                   - computer locked up

                   - printer won't print or won't stop

                   - unable to establish network connection

                   - e-mail difficulties

                   - general questions


While the Help Desk cannot train users on software packages over the phone, we can typically answer a limited number of questions relating to software use or features, and we can also record and pass on requests for network training.

WHAT WE NEED TO KNOW

When you call the Help Desk with a problem, there are several questions that you may or may not be asked, depending upon what kind of difficulty you are having. It will speed up the process if you can have the answers to these questions ready when you call.

What is your user ID? This is the name that you use to gain access to the network.

What is your terminal and/or printer name and/or number? This is a number that we sometimes need when you are having problems with anything on the network.

What is your IP address? This is a 4-part number that we often need when you are having problems with connecting to or printing from the network. These numbers all appear as xxx.xxx.xxx.xxx and it identifies your individual workstation or other piece of equipment within the network.

What were you doing when the problem occurred? We need to know what program you were using or if you are still trying to log on.

Were there any messages displayed? If you see any kind of error message on your screen while you are having a problem, please write it down. If you receive an unfamiliar message requiring that you enter a yes/no, save/cancel, or other reply that you are unsure about, please stop! Calling for help before you commit to an unforeseen outcome can prevent many common problems and possible loss of your valuable data.

Please feel free to call us even if you don't have all of the above information. Our goal is to get your problem solved and to get you back to work.

All of this is part of our Help Desk contract services and can help your organization run much smoother. Call FSP to find out how we can provide Help Desk services to YOUR organization.