This documentation outlines our process of requesting technical support services provided by our ActiveCare Service Level Agreement or ad hoc services with your company. When these policies and procedures are followed correctly you will receive the best possible support offered today.
The Help Desk is committed to delivering quality customer service by:
- Being pro-active to avoid most problems
- Fixing your problems when one occurs.
- Responding to requests for support within the published time frames
- Interacting with our customers in a respectful and courteous manner
- Striving to ensure customer satisfaction and business continuity
- Requesting feedback for opportunities for improvement
Scope of Help Desk
- Account lock/unlock
- Printing/scanning issues
- Granting access rights
- Manage distribution lists, shared mailboxes, calendars, etc
- Spam filtering including whitelisting & blocking
- Map network drives
- Adding emails accounts in Outlook
- Remote troubleshooting of peripherals
- Network, Wi-Fi and VPN connectivity issues Add User accounts in AD
- File sharing setup Installation of driver updates
- Performance optimization: disk cleanup, defrag, etc.
- Web browser customization (bookmarks, default browser)
- Microsoft Office troubleshooting Updating workstation OS (unattended installation)
- Google Suite management Remote troubleshooting (performance, cache clearing etc.)
- Email and basic application configuration of End User mobile devices
- Local printer setup
- Password Reset – VPN, O365, AD, G-Suite
- Assign printer profile to End User PC
- Virus/Malware system scanning (tool generated)
- Outlook calendar plug-ins (organization approved)
- OneDrive configuration
- End User workstation customization
- Troubleshoot Windows and MAC OS issues
- Add or remove End User to file permissions or group policy Advanced troubleshooting of application compatibility and performance issues for supported applications
- End User MFA support
