IceNet

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Increasingly technology is coming into play in businesses as companies look to conduct smooth and efficient business operations. With IT penetration and complexity on the rise, it is becoming a challenging task for enterprise IT managers to balance handling a huge volume of support requests while reducing overall operational expenses.

Here’s how IceNet Enterprise Help Desk Services can aid your operations:

• Help setup and operate your IT help desk 24x7. Our highly skilled consultants, mature processes and expertise using a wide-range of tools give you world class support experience at reduced costs.
• A single point of contact for all users of your organization to direct questions and report problems regarding supported software, hardware & networks.
• Help in using multiple medium of service such as real-time voice, email, chat and remote login support to your end users.
• We have the highest percentage of first call resolutions resulting in increased user satisfaction. This reduces need for escalation and also lowers cost per call.
• Provide assistance in notification of trends and situations to allow your organization's IT department to maintain high levels of service to the user community.

Call Type	Description of Service
System / Application Access – Level 1 queries	IceNet Help Desk Consultants address issues on accessing applications or systems. Support software applications such as desktop productivity tools, business applications, web applications and other software. Support services such as email and collaboration offerings and perform task such as user account creation, administration and technical support. Support hardware devices such as desktop systems, laptops and more. Handle setup, configuration and performance related issues. Support mobile users, for instance Blackberry users on issues such as connectivity, latency etc. Support telecom infrastructure such as instrument support, EPABX administration and more. Offer call login, call routing, status reports and updates.
Support off-the-shelf software products.	Provide problem reporting, diagnosis, and resolution for supported software products such as Microsoft Office, Microsoft Outlook, Lotus Notes Domino etc.) Offer configuration assistance and installation setup assistance
Support Servers & enterprise network.	Provide for network/hardware related problem reporting, diagnosis, resolution or dispatch. Address network problems such as connecting to servers, LAN, WAN, Mobile, Internet, intranet etc. Address hardware problems such as web/app/database/collaboration servers.
Support Enterprise Application	Provide for software application related problem reporting, diagnosis, resolution or dispatch. Handle enterprise applications such as ERP/CRM/SCM/Finance Applications. Handle technology issues across software platforms and hardware infrastructure starting from client server until Mainframe.
Planned escalation / Dispatch	Escalate problems that are beyond the scope of help desk. Dispatch issues that need external intervention. Such as applications managed by third party.