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Desktop
Support is one of ICS's greatest services. ICS has
been involved with the service and support of PCs, printers,
plotters, and PDA's for many, many years.
Desktop support has several sub categories all of which ICS
is directly involved.
Desktop
Support Breakdown :
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Help Desk
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Help
Desk is the area that is the first line contact
for all issues surrounding PCs and peripherals.
Our staff is highly trained in problem
determination, technical resolution, and customer
service.
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Deployment
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Deployment
services are one of the most important roles ICS
provides. ICS is the sole provider of
Deployment services for several companies.
Deployment involves receiving the new systems,
imaging the disks to Tier 1 software, delivery
management, system setup, installation of Tier 2
and 3 software, migration of old system data,
system checkout, network connectivity and
training. ICS Deployment team members are
highly trained and posses a minimum of A+ and MCP
certifications, however most have earned their
coveted MCSE.
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Break-Fix
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Break-Fix
services are on-call primarily to go onsite if a
phone resolution cannot be provided. ICS is
the sole provider of Break-Fix services for
several companies. Break-Fix team members
are dispatched via a central Help Desk Coordinator
who tracks the trouble call from beginning to end.
Team members are also highly trained and have
earned a minimum of A+ and MCP certifications,
however most have earned their coveted MCSE.
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Deskside Services
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Deskside
services include an array of online products and
hands-on services. Deskside includes the
inventory of all computers, printers, plotters,
PDAs, laptops, etc. Also, Deskside is
responsible for ensuring the scheduling of all
software upgrades including operating systems.
ICS is strongly involved in Deskside services from
day-to-day operations to the development of online
tools to monitor and track each component on the
networks.
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Scripting
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Scripting
has become an invaluable tool to properly
distribute new products and upgrades across the
network. Not to be confused with existing
products such as Microsoft's SMS, Scripting is
specific in nature to the extent the product is
loaded to specific environmental constraints per
the business model.
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Client Community Satisfaction
The Client Community are those departments that are clients
of the Desktop Support department. Desktop simply
provides the products and services required for the Client
Community to do their work. Satisfaction of quality
service is paramount to the success of Desktop Support and
management. The business model ICS uses ensures Client
Community satisfaction not based on a theory but actual
practical use.
Value Added Services
ICS is known for bringing solutions to the table before an
issue is even identified by the client. Value-Added
Services are important on many perspectives. Foremost,
our clients are assured that a potential issue has been
averted. Also, ICS demonstrates our continued
commitment and support of our clients. A number of
Value-Added Services do not cost the client, however the net
results are a higher level of customer satisfaction and high
user-community satisfaction.
Training
ICS is committed to maintaining our staff members' technical
skills. As new products roll out, particularly
operating systems, ICS ensures that the related staff
members receive the latest training usually over a 5-day,
intensive class room and hands-on session.
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