Self-Help Support

  • Enable self-help and user-retrieved information. Static information offered on web pages or mobile apps, interactive chat bots suggest solutions to simple issues


Basic Help Desk & Application Support

  • Provide basic help desk resolution and service desk delivery, including password re-set and basic trouble-shooting                                                                                                                                                                         

  • Sub-Categories Examples  
    • Application Support (routed to Application Subject Matter Expert)
      • Application Support Request
    • Accounts & Access
      • Password Reset Request
      • System Access / Privileges Request
      • Non-Standard Software Request
    • Network & Connectivity
      • Guest WiFi Request
      • VPN Request / Issue
      • Phone Support
    • Employee Hardware
      • Laptop Support Request
      • Peripheral Request
      • Lost / Stolen Laptop Notice
    • Productivity & Collaboration
    • Miscellaneous
      • Distribution List Request


Expert Application Support

  • Provide in depth application support for IT platforms and applications with experienced resources who know the product or system
  • Provides basic configuration / workflow changes
  • Provide root cause analysis to prevent incidents from happening in the future


Deep Technical Support

  • Provide expert product and service technical support for more difficult application problems or architectural issues
  • Provide root cause analysis to prevent incidents from happening in the future


Email

  • Provide email capability to the company


Calendar

  • Provide calendar and meeting request capability to the company


File Storage

  • Provide file storage capability to the company


Collaboration & Communications

  • Provide communication capabilities to the company


Office Productivity

  • Provide office productivity software capabilities to the company