End User Computing and Help Desk Support
OAOT's End User Computing (EUC) service offers critical aspects of end user support to include Deskside, Installation, Moves and Changes (IMAC) and Help Desk support.
Deskside Support: Our service teams provide fully documented deskside and remote solutions support services that can execute as an extension of your Tier 1 help desk. Our services include resolving service requests, troubleshooting and resolving desktop, laptop and printer related issues, hardware and software asset tracking and dispatch or escalation of Service Requests and Incidents.
IMAC: Our IMAC support encompasses deskside and remote solutions support, logistic services, asset management. This also includes IMAC coordination, execution, and tracking; desktop hardware and software installations, additions and moves; managing add and change requests; as well as working with end users for data transfer, equipment swap and supporting activities. We have provided deskside and logistics support for the world's leading outsourcing company for more than 10 years, and OAOT has a documented track record of 100% SLA compliance.
Help Desk: Our Help Desk offering includes full help desk lifecycle services, including: answer, document and respond to trouble calls; identify and make every effort to resolve issues; track and/or escalate problems via documented operating procedures; update and maintain Help Desk activity logs and documentation; and maintain/update problem reporting software. Customers include the world's leading out-sourcing organization.
Our services can be adapted to meet your individual needs, ranging from augmenting existing staff, to management of the processes and systems, to a fully outsourced service that leverages existing investments in your help desk systems. In addition, our United Kingdom-based remote site support includes the deployment of small teams of technical operatives to service multiple and typically smaller locations.