Help desks are now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the help desk correctly can actually be very daunting task.
Essentially, the Help Desk is a central point through which problems/issues are reported and subsequently managed / coordinated. From a wider perspective, it is also seen as a core part of the service function, responsible for bringing together multiple resources to address an issue. Of course, Help Desk users can be external or internal, making the function potentially critical in terms of both the organizations smooth running and equally of direct support offered to customers.
The authorized personnel identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Tracks and monitors the problem to ensure a timely resolution. Has pre-established guidelines to perform the functions of the job. The personnel use Help Desk Software, a powerful management tool that automates many features of a company’s help desk environment. Typical functionality includes:
- Call Management
- Call Tracking
- Knowledge Management
- Problem Resolution
- Self-Help Capabilities
The software is shared by all members of a support area, including the first point of contact for the helpdesk, and staff that received the job request for later resolution.
The EOR management team has extensive (decades) experience in help desk, operations, and incident response actions at the highest and most critical levels. EOR provides a complete product to include standard operation procedures, product development tailored for customers, and a highly competent staff of advanced skillsets
EOR is an expert at incident response. It has established an incident handling process that provides the framework for an orderly response to events that threaten or compromise the security, integrity or operation of computing resources of its customers.
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