Intelinet Systems
CONTACT US AT 972.331.3300
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Celeberating 30+ years of Excellence
Help Desk

At Intelinet Systems, we provide outsourced helpdesk services (Managed Wise™ Help Desk) that become your dedicated resources. Our help desk technicians are committed to delivering a high quality customer service experience. The solution provides telephone I.T. support and technologies that enable support personnel to shadow client workstations providing instant support just as if we were there in person. Every organization is different and our due diligent services provide the beginnings of a comprehensive knowledge base focused on your IT technologies and user requirements.

Managed Wise™ Help Desk currently supports environments of 5 users to well over 20,000. We offer two levels of support as well as a 9x5 and a 24x7 coverage options.

Level 1 User Help Desk

Level 1 Help Desk support will remediate user issues in the following areas:

  • Workstation Hardware Support
  • Operating Systems Support
  • Printing / Network Connectivity Support
  • Core Application Support, Microsoft, Citrix & Symantec
  • Email Client (Outlook /Outlook Express/GroupWise)
  • Microsoft Office Standard Suite

Managed Wise™ Help Desk includes enhanced reporting services for call queue statistics, problem queue statistics, 1st call resolution and more. The service also develops a knowledge base that maintains a client specific database which will enhance the ability to provide value by resolving more calls at first point of contact.

Level 2 User Help Desk

Once a call is identified as requiring advanced support or is escalated to Level 2, the analysts follow additional call-logging and troubleshooting scripts to ensure a smooth transition for the caller. The Level 2 analyst will apply advanced troubleshooting including remote connection to a server to achieve resolution of the issue. Typical second-level escalation causes:

  • Software/application-related incidents on Microsoft, Novell, Citrix from the desktop level
  • Printer-related problems such as mapping, drivers and connectivity
  • Incidents related to a network such as log in and response issues
  • Core competency product set incidents for Microsoft, Novell, Citrix and Cisco
  • Server based Password resets
  • User add, moves, or changes in Active Directory
  • Firewall Troubleshooting (with documentation)
  • Server Diagnostic
  • Server Troubleshooting (OS only)

Features and Benefits

  • Fully Managed Outsourced Help Desk
  • Maximize Employee Productivity
  • Reduce IT Expense
  • Customized to the Client’s Environment
  • Level 1 and Level 2
  • 24/7 or 9/5 Options
  • ITIL Best Practices
  • Predictable Monthly Expense
  • North American Based
  • Anywhere, Mobile Device Support
  • Support of Third Party and Home Grown Applications
  • World Class IT Care Experience

For more information on our help desk and IT outsourcing services in Dallas, please contact one of our consultants today.

Our Partnerships

ciscodellmicrosofthpvmware

 

Contact Intelinet Systems

For an end-to-end approach to IT, that provides decision makers a single point of contact.

1651 N. Collins Blvd. Ste 245
Richardson, Texas 75080

972.331.3300 (local)

800.522.7131 (toll free)

Our Business Solutions

  • Backup Solutions
  • Disaster Recovery
  • Messaging
  • Server Consolidation
  • Small Business Solutions
  • Storage Solutions
  • Monitoring & Management
  • Mobility
  • Unified Communications
  • VoIP
  • Hosting
  • Hosted
  • Cloud Solutions
  • Virtualization
  • Nationwide I.T. Service Management

Client Testimonials

“Leveraging the expert resources at Intelinet has helped Nokia save time and money on our Siebel platform for Developer Operations. From the requirements analysis, project plan and implementation, the focus on detail and quality of work is outstanding. ”

Devery Johnson