IT Helpdesk
« 24/7 end user professional assistance »
WHY CHOOSE REST SOLUTION
IT HELPDESK SERVICE ?
Engaging REST Solution means that your end users will be assisted 24/7 by a professional and proactive help desk team.
No matter what issue you face, our team supports multi-environments and platforms. We also propose a white label help desk if needed.
WE MANAGE your requests through telephone, webportal and chat. We give your end users access to a portal and continuously analyze data to improve the quality of service.
WE PROPOSE a very flexible IT Helpdesk Service which allows you to choose what you really want depending on your organization. We work with you to establish escalation rules and the time of intervention (i.e. business hours, out-of-hours or 24/7, 365 days a year). We can also integrate your own ticketing system if needed.
WE AIM to be cost effective while delivering a high quality service.
OUR IT HELPDESK SERVICE OFFER
- 24/7 Helpdesk Team available by phone, email, chat
- ITSM Tool (ITOP) (Optional)
- Case Validation, Tracking & Logging
- Remote Troubleshooting of the issue to support End-users
- Notification, escalation and follow up
- Support for multi-location environments
- Dedicated DID numbers available
- Monthly reports
- SLA
OUR IT HELPDESK SERVICE OFFER
- 24/7 Helpdesk Team available by phone, email, chat
- ITSM Tool (ITOP) (Optional)
- Case Validation, Tracking & Logging
- Remote Troubleshooting of the issue to support End-users
- Notification, escalation and follow up
- Support for multi-location environments
- Dedicated DID numbers available
- Monthly reports
- SLA
CASE STUDY
INTERNATIONAL ACCOUNTANCY COMPANY
CONTEXT
The headquarters of a large accountancy firm did not have proper control over their Philippine office in terms of IT Management. We were required to fully manage the subsidiary IT office in alignment with stringent corporate policy, including the IT Helpdesk.
ACTIONS
- Audit of the end users devices
- Integration of asset management with a CMDB
- Set up of the processes for incident and Helpdesk management, including a ticketing system available to all end users
- Set up of rigorous policies and processes for proper IT management
RESULT
IT Helpdesk in place that implements ITIL best practices: Tickets following the priority matrix, monthly reports, end users documentation, secured environment.
Our suite of services
Our suite of services