 |
Help Desk Services |
|
Jade's Help Desk Services offer a comprehensive portfolio of individual services to
meet the client's unique requirements. Each client may select a solution that
provides end users with a single point of contact for all questions on, or problems
with, the use of custom applications, network operating systems, communication
software, and customer proprietary application software. This "A-LA-Carte" service
offering allows the customer to craft a solution that meets their unique business
requirements.
 |
24 hour / 7 day availability |
|
State-of-the-art call management system |
|
Seamless transfer to internal and external help desks |
|
Consolidated reporting of usage and performance metrics |
|
Single point of contact access to selected support services |
|
Remedy or non-branded service |
|
Dedicated account team |
|
 |
Premium Application Support |
|
|
Comprehensive assistance with application
problems, basic training, and fundamental support questions
for both new and power users |
|
Toll-free 800 number |
|
Software support on over 300 of the most popular applications from
vendors such as Microsoft, Lotus, and Corel |
|
 |
Proprietary Software Support |
|
Jade provides comprehensive assistance with the client's proprietary software
application. After Jade reviews the software application to be supported and
confirms the capability to support the application, Jade will arrange for qualified
personnel to be sent to the customer site to receive in-depth training on the
application and to familiarize themselves with the total business environment to
be supported.
|
 |
Advanced Network Support |
|
|
Jade provides the highest level support for network and advanced
systems environments |
|
Focus on client's internal help desk and field engineers |
|
Senior Certified Network Specialists are available to assist with
troubleshooting, installation, and advisory support on Novell, Windows NT,
Windows 2000, Linux, and UNIX network operating systems |
|
This service offering is designed for technical support staff,
including network managers, systems managers, field engineers, and help desk
personnel |
|
 |
Custom Services |
|
|
Dedicated Account Teams |
|
Single Point of Contact specialist |
|
Jade will staff at a level that takes into consideration
variables such as training, sickness, and vacations, to provide a consistent
level of service |
|
Custom Call Process |
|
Call Management |
|
Problem Resolution |
|
Problem Closure |
|
Call Analysis and reporting |
|
Service Plans |
|
 |
The In-Sourcing Alternative |
|
Jade offers client the option of out-sourcing with their help desk operation.
Jade can offer customers the opportunity to retain the applications support
function within their organization, without the day-to-day operations and
management responsibility.
|
 |
Benefits of Out-sourcing |
|
|
Retain intimacy and corporate personality with end
user community |
|
On-site management infrastructure for quality measurement
benchmarks |
|
Complete customization and flexibility options |
|
Help desk call re-direct |
|
Real time feedback and satisfaction analysis |
|
Improved morale |
Jade is prepared to conduct a thorough Help Desk analysis by evaluating the
ability to respond to user needs. Detailed recommendations for reorganizing
available resources or implementing alternative resources to cut costs and
improve service will be clearly defined. The ultimate objective is to create
and sustain synergy between the end user community and the help desk.
|
Jade Technology Group maintains SF-85P Security Clearance.