Managed Services

IT Help Desk

IT Help Desk in Dallas, TX

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 9×5 and a 24×7 coverage options

Help Desk Level 1 User​​

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

Help Desk​ Level 2 User

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.