IT Help Desk Support

Premiere 24/365 End-User Help Desk Support

IT Help Desk SupportIf your employees require speedy answers to IT questions, expert guidance on how to use applications, or PC troubleshooting, CSM is your go-to partner for Help Desk Outsourcing. CSM’s IT Help Desk is available 24/365 to solve your most difficult end-user challenges. Whether your end-users rely on Windows, Mac , Tablets, or Smart Phones, we can handle their most complex questions. CSM’s customers can leverage our IT Help Desk as a standalone solution or as an integral component of our Managed IT Services offering.

 

100% North American IT Help Desk Technicians

CSM’s Help Desk Technicians are all based in North America and speak English as their first language. All of our Help Desk Technicians are heavily screened for their verbal and written communications skills. Your IT Help Desk calls never go off-shore.

The Industry’s Most Comprehensive Help Desk Outsourcing Provider

From our North American Customer Support Center, CSM closely integrates the services of our Service Desk and NOC to provide complete visibility to the customer’s environment. Our Managed Services Solutions deliver a full scope outsourcing solution. CSM’s ITIL and ISO 20000 compliant processes insure that your end-users get the help they need when they need it.

Maximize Employee Productivity

By engaging CSM’s Enterprise Class Help Desk, your company will dramatically improve employee productivity. By empowering your end-users to get the help they need, when they need it, your company can minimize downtime, and free your employees to engage your customers and grow your bottom line.

Industry Leading Help Desk Support SLAs

Talk is cheap. CSM’s SLA’s are the strongest in the industry. Every CSM customer has access to our performance portal, empowering you to hold us accountable.

    • Calls answered in 180 seconds:  90%
    • Covered non-break fix calls closed in one call: 90%
    • Electronic requests responded to in 1 hour: 95%
    • Severity 1 requests responded to in ½ hour: 95%
    • Ticket System Availability: 99.5%

Custom Help Desk Solutions

For customers that require specialized application or technology support, CSM can deliver custom Help Desk Solutions tailored to your Unique Business.

Key Performance Indicators

Calls answered in 180 seconds 90%
Covered non-break fix calls closed in one call 90%
Electronic requests responded to in 1 hour 90%
Severity 1 requests responded to in ½ hour< 95%
Customer Satisfaction!!! 100%

Standard Help Desk Services

CSM provides 24×365 end user support via a toll free 800 number and e-mail for the following requests:

  • Microsoft Office
  • Symantec Product line
  • McAfee Product line
  • Adobe Product line
  • All major web browsers and e-mail clients
  • All other software will be support on as reasonable endeavor

  • Hardware/Firmware/Driver
  • Network Connectivity
  • VPN issues
  • Microsoft and MAC Operating system troubleshooting
  • Hand Held business use support

Supported Platforms

Desktop Support

  • Microsoft Windows 95/98/Me
  • Microsoft NT 4.0/2000/XP/Vista,7
  • Adobe Acrobat
  • Microsoft Access
  • Microsoft Visio
  • Citrix ICA Clients for Windows
  • Microsoft Excel
  • Microsoft Word
  • WinZip Computing WinZip
  • IBM Lotus Notes Client
  • Microsoft FrontPage
  • Firefox Browser
  • Microsoft MapPoint
  • Symantec Antivirus
  • Microsoft Publisher
  • Internet Explorer
  • Microsoft Outlook
  • Symantec PC Anywhere
  • McAfee Virus Scan
  • Microsoft PowerPoint
  • Symantec WinFax Pro
  • Microsoft Works

Microsoft Server

  • Microsoft Windows NT/2000/2000
  • Microsoft Windows 2010 Server
  • Microsoft Internet Security
  • Microsoft SQL Server
  • Microsoft Exchange Server
  • Management Server
  • Microsoft Windows Storage Server
  • Microsoft Virtual Server
  • Microsoft SharePoint Portal Server
  • Microsoft Content And Acceleration Server
  • Microsoft Systems Management Server
  • Microsoft Application Center Server
  • Microsoft Small Business Server
  • Microsoft BizTalk Server
  • Microsoft Commerce Server

Connectivity

  • 3COM
  • D-Link Systems
  • Sonicwall
  • Cisco Systems
  • Extreme Networks
  • Proxim
  • Citrix Systems
  • Linksys

Hardware

  • 3COM
  • Acer
  • Gateway
  • Palm
  • Aladdin Systems
  • Hewlett-Packard
  • Toshiba
  • Iomega
  • Xerox
  • Brother
  • Hypercom
  • Viisage
  • BlackBerry
  • IBM
  • WatchGuard Technologies
  • Cisco Systems
  • Juniper Networks
  • Zebra Technologies
  • Epson
  • Lexmark
  • Sony
  • Micron Technology
  • Extreme Networks
  • NEC
  • Dell

 

When Your Business is On the Line, CSM Delivers Premiere IT Help Desk Solutions 24/7