Helpdesk Management Services

Fazi Infotech offers a complete range of helpdesk management services right form providing a small workforce to enhance a client’s existing employee base to delivering managed operations services.

These services include providing managers, technical staff, and day-to-day delivery of the entire support operation at client location. In many cases, Fazi Infotech also manages the telephony and technical infrastructure.

The Fazi Infotech onsite Technical Support includes workstations, Servers, network devices and the associated operating systems, application software, and virtually all connectivity from the CPU to the router. These services can be performed over telephone from our client’s helpdesk facility, or at the employee’s desk directly.

Fazi Infotech Services and features:

• Single point of contact for all IT support requirements and support to users including call-logging, call-execution through support engineers. Vendor Follow-up, dispatch, calls escalation & end-users notification.
• Assistance for problems related to operational procedures for the processing environments
• Call tracking & call closure
• Escalation of the critical issues to respective IT support team
• Provides various MIS Reports
• Streamlines service delivery and support processes
• Develops procedures to aid first level support groups
• Reduces number of  repetitive service incidents and outages
• Implements standards to do things in right way at the beginning to avoid issues later.
• Performs proactive analysis, prevention and resolution
• Defines clear services and service targets
• Audits manages and improves IT processes

  Monitoring of backup	Server Restarts	Event ID Correlation
  Dedicated L1/L2/L3 Engineers	Patching and Reports	Validate monitoring accuracy
  Documentation	File Clean-up	Monitoring Alerts on RMM/PSA
  On-Boarding/Exit of Users	Configuration of Monitoring Templates	Anti-Virus Updates and Reports
  SNMP OID’s and MIB data research	Initial alert validation/investigation	Contact vendors for support
  Opening/Assigning Trouble Tickets	Project Work (Migrations, Installs etc)	Escalate issues via phone/email to partner

• 24/7 – IT service Desk
• Onsite support through engineers
• Hybrid Support – Combination of the above
• SLA Based Support
• Incident management
• Problem management
• Change management
• Vendor management
• Performance and trend reports
• Knowledge Base Creation / Updation