Overview: As your Help Desk expert, I will serve as a trusted advisor and HD leader, helping your organization scale intelligently, innovate effectively, and manage risk responsibly. Help Desk services provide frontline IT support to keep systems running, resolve issues quickly, and ensure end-user productivity. Below are the core services I offer, structured to meet the demands of a modern, competitive HD landscape.
Tiered Support (Level 1, 2, 3)
- Level 1: Basic troubleshooting, password resets, printer/email support.
- Level 2: Software, OS, and hardware diagnostics.
- Level 3: Escalation to specialized technical teams or vendors.
Multi-Channel Access
- Support via phone, email, chat, and web portal.
- Self-service knowledge base for common issues.
- Mobile-friendly access for remote teams.
Remote & On-Site Support
- Remote desktop and screen-sharing tools for instant support.
- On-site visits available for hardware failures or complex setups.
- Scheduled maintenance and user onboarding services.
Device & User Management
- Support for desktops, laptops, mobile devices, and peripherals.
- User provisioning, deprovisioning, and permissions management.
- Integration with MDM/Endpoint Management platforms.
Software & Application Support
- Microsoft 365, Google Workspace, QuickBooks, CRM/ERP tools.
- Line-of-business application troubleshooting.
- License tracking and software deployment assistance.
Network & Connectivity Support
- Troubleshooting Wi-Fi, VPN, and local area networks.
- Coordination with ISPs and network hardware vendors.
- Support for secure remote work configurations.
Security-First Help Desk
- Handling phishing reports and suspicious activity escalations.
- Antivirus/EDR alerts and patch management coordination.
- Enforcing secure password and MFA policies.
Monitoring & Proactive Support
- 24/7 monitoring of systems and endpoints.
- Automated alerts for downtime or resource thresholds.
- Proactive issue resolution before users are affected.
Ticketing & SLA Management
- Centralized ticketing system with priority-based workflows.
- SLAs for response and resolution times.
- Analytics and reporting on support trends and performance.
User Training & Onboarding
- IT orientation for new hires.
- End-user training for email, file sharing, collaboration tools.
- Quarterly tips, security awareness, and productivity sessions.
Engagement Model – Monthly or annual subscription packages. – Tiered offerings based on business size, compliance scope, and risk profile.
Let’s align technology with your business—intelligently, securely, and affordably.
