Infrastructure
Network Assessments
Implementation
Troubleshooting
Disaster Recovery
HIPAA
Key Areas
E-Business
Security
Wireless
Secure VPN
Secure Desktop
Secure Messaging
Secure Web Portal
Certificate Services
ASP
Web Development
Hosting
Security
Firewall
Security Analysis
SAN/NAS
SAN Benefits
NAS Benefits
Centralized
Thin Client
Citrix
Netilla
Televideo
Thin Planet
TriCord
New Moon
WYSE
TriCerat
Other Partners
Help Desk
Application Support
Network Support
Custom Services
In-Sourcing
Out-Sourcing
Repair
Depo
On-Site
Warranty
Out of Warranty

MSA
Platinum
Premiere
Plus
Standard
Engineering
Break/Fix
Hardware
Computer Systems
Networking
Peripherals
Connectivity
Storage
Software
Most Application Software
Symantec
TRACK-it!
Training
On-Site
Customized
Day or Night
Certification

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.