Product/Service

Help Desk

Source: CharTec

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Create your own Help Desk team without the capital investment, infrastructure, and staffing.  CharTec Help Desk provides you with American-based support and all the advantages of "live" level 2, friendly front-end technical care specialists skilled and designed to support your users — your way!

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Benefits

You focus on building revenue; we'll focus on supporting your clients and business with:

  • Uninterrupted, Continuous Technical Support 24x7
  • Minimizing Technical Interruptions and Focus on Growing Your Business
  • Aligning Your Technical Resources, Focus Your Level III Techs on Level III Issues
  • Improve Client Satisfaction with Faster Resolution by Remote Administration
  • Keep Information Under Your Control and Accessible by Using Your Own PSA
  • Scaling Your Technical Staff "On-Demand" and as Needed with Little Effort

Features

  • Dedicated 1-800 Live Point of Contact for 24x7 Support
  • Skilled Level I & Level II Technical Support
  • Resolve Basic "How To" Questions
  • Workstation Troubleshooting and Triage
  • Support for Windows-Based Desktops and Supported Applications
  • Network/Internet Connectivity Issues
  • Desktop Peripheral Hardware (Non-Hardware Issues)
  • Use of Remote Services/Control to Resolve Issues
  • Custom Client On-Boarding and Escalation Processes
  • Tickets Created, Worked, and Resolved Within Your Own PSA
  • User Adds, Moves, and Changes in Active Directory
  • User Administration of MS Exchange or Hosted E-mail
  • Basic Server Diagnostic and Troubleshooting (OS Only)
  • Initiate Service and/or Assist with 3rd Party Software or Line of Business Application Issues
  • Support for Connectivity, POS, OS Remote Access, Peripherals, Spyware, Anti-Virus

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