Your company needs to operate efficiently to remain competitive. That means concentrating on your core business and strategic interests. With AT managed services you can offload some or all of the daily system maintenance tasks that keep your key people bogged down.
Our solutions
We have the skilled technical people that can keep your complex systems running smoothly, at a predictable monthly cost. From specific desktop services to fully outsourced customized solutions, we can provide monitoring and management for all aspects of your network and IT infrastructure.
Help Desk
Organizations are always looking for efficient and caring technical support representatives to resolve their daily IT issues. Ace Technology’s Help Desk team has answered this call. One of the critical aspects of providing a value-driven and caring customer experience is by having a technical team that understands the unique customer configurations and requirements for support. By constantly investing into key technology, Ace can now offer a full incident management and SLA-driven service by certified, experienced Help Desk technicians. Some of the differentiating qualities of our Help Desk services team are:
Overview
One phone call, one email, one message, one click. That’s all it takes for your employees to get the help they need. And that’s all it takes for you to improve service in your IT environment. Our service desk is open 24 hours a day, seven days a week, 365 days a year and provides customer request management, problem tracking and help desk services. Our certified, knowledgeable agents use the best technology and practices to identify requests or problems and respond quickly and professionally.
Reduce in-house training costs
Provide a better desktop experience for your users
Obtain fast, courteous and efficient service from a trusted source
Key features and benefits
Understand and control your IT costs while providing better overall IT service quality. You can focus on your business – Ace Technology will provide the service and support to improve the productivity of your end-users.
Proactive approach to eliminate repeat problems
Total in-house staff compliment (no off-shoring)
Service levels to measure and improve service
Customized support tiers for executives
Follow-up to ensure customer satisfaction of incident resolution
Follow-up to ensure customer satisfaction of incident resolution
What it includes
Ace Technology Service Desk provides the technology, the expertise and the people to deliver the IT support that your employees and customers need. Calls are automatically routed to the right people, with the right skills and remote management tools to resolve them quickly. Service Desk responsibilities include:
Incident detection and recording
Incident classification and initial support
Investigation and diagnosis
Resolution and recovery
Incident closure
Incident ownership, monitoring, tracking and communication
Service Desk Tier 1 Operations
Complaint management and ticket follow-up
Incidents tracked through to completion
Incident escalation as required
Engage and manage your 3rd party providers
Remote Tier II and III Operations
Remote desktop takeover
Windows Server, VMWare, Hyper-V
-
Virus, Malware, Spam, Ransomware
-
LAN / WAN network
-
Security
-
Desktop applications
-
Customized applications
-
Data base
-
Phone Support
Accessed via a single number, phone support enables customers to have direct access to experienced technicians able to understand the problem, troubleshoot and resolve the issue or proceed as necessary to escalate to level 2 or 3 technicians.
Management of incidents
All Calls lead directly to a hotline staffed by bilingual technicians and engineers. To ensure a good response, the call is initially by a level 1 technician, which depending on the complexity of the issue, routes the ticket to a specialist. A ticket is created and sent to the client to ensure that all information is documented in the tracking database, which ensures the traceability and transparency.