Ideal System Solutions, Inc. Technology Solutions Group offers a comprehensive multi-level help desk support environment to provide our client’s end users desktop application, hardware and network infrastructure support.

In order for a company to provide 24x7 support to its end-users, a minimum of six full time analysts, a phone system with ACD capabilities and a robust ticketing system are required. Our focus is to provide an affordable, scalable, technical call center that enables companies to lower IT operating expenses while providing their end-users with higher quality technical support.

What size companies does the IdealCare Help Desk support?

Companies as small as five users, up to enterprise sized (over 20,000 seats) are currently supported. We apply our best practices to meet the needs of the end users.

Support Levels

Level 1
This level of help desk support provides call-answering service, troubleshooting and call-logging. The help desk utilizes a populated knowledge base to resolve the incident at the initial contact.
Level I: End User Desktop Help Desk*

• 24 x 7 x 365 Help Desk
• Workstation troubleshooting and triage
• Support for Windows based desktops and supported applications (per list)
• Support for custom/vertical applications if support documentation is provided
• Network/Internet connectivity issues
• Desktop peripheral hardware (non-hardware issues)
  - Printers, Keyboards, Monitors, Mouse, Barcode readers, etc.
• Use of Remote Control to resolve issues
• Basic “how to” questions
• Escalation
• Includes access to ePortal for real time reporting
• Output to ticketing system, e.g. Autotask
• Connectivity, POS, OS, Remote Access, Peripherals, Spyware, Anti Virus, after hours answering service*
  *Microsoft Windows and Apple workstations only

Level 2
Level II support involves connection to a server for resolution. Additional troubleshooting scripts enhance the service while a populated knowledge base and remote access allows for troubleshooting issues that reside within the core infrastructure. If a call can’t be resolved, a predefined call-escalation process will begin.
Level II: End User Desktop/Server Help Desk

• Includes all support features of Level I End User Desktop Help Desk
• Server-based password resets
• User add, moves, changes in Active Directory
  - Remote access and proper authentication and level of access must be provided to help desk
• User Administration of MS Exchange or hosted e-mail applications
  - List of supported applications will be documented during on boarding process
• Firewall troubleshooting (with documentation)
• Server diagnostic and troubleshooting (OS Only)
  - The help desk will troubleshoot server operating system problems, document and recommend changes/patches
• Citrix server support (user session shadowing/canceling)