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Summary
Technical Support for any business IT system When You Need IT
Smart Hands services for your locations & users in Asia with experienced technicians
Bi-Lingual Account Management to help you translate IT speak, into plain English, AND THEN into Chinese (or Visa-Versa).
Timely Remote & On-Site support for the issues that you cannot resolve yourself.
Centralized Helpdesk
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Single Point of Contact for all IT Issues
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Report Issues by Phone / Online Chat/ Email
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Online Ticketing System for Reporting & Issue Tracking
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Managed Escalation Process (ITIL)
Reactive Services
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Remote & On-Site Support
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Same Business Day Response Time
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Availability during Normal Business Hours
Smart-Hands Services
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ISP & Local Vendor Research
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Turn Key Installation & Handover to Remote Teams
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Assist Remote Teams with On-Site Technical Troubleshooting
Instead of spending your time trying to resolve these IT problems, or asking Non-Technical staff to work on your critical IT hardware, bring in a team of Professionals who can get the Job Done Right.
So you can get back to running your business
Standard Coverage
A Central Point of Contact for Reporting Issues with a Bi-Lingual Helpdesk. Staff can request assistance over the phone, web based chat, or email, and can track on-going tickets via our Online Ticketing System
Responsibilities:
- Log Issues & Requests via Ticketing System
- General User Questions
- Define Incidents/ Requests/ Projects
- Information Gathering
- IT Policy Administration
- Change Management Authorization
- Status & Systems Reporting
Remote & On-Site Support for user and peripheral equipment such as PC/ Laptop/ Printers/ Standard Office Software/ USB Devices.
Responsibilities:
- Equipment Setup & Integration
- Software Installation
- Software Configuration & Troubleshooting
- Domain Integration
- Hardware Troubleshooting
As-Needed Remote Administration and On-Site Changes of Central Office Systems such as Network & VPN/ Server & VPS/ ERP/ CRM/ Automated Backup
Capabilities:
- WAN & LAN Build and Troubleshooting
- Internet Line Setup
- VPN & Remote Systems Access
- Server & Centralized Systems
- Installation & Integration
- Account Administration Changes
- System Clean-up
- Backup Systems
- Installation & Integration
- Manual Backups
Coordination with 3rd Party Hardware and Software vendors for warranty repair and support for specialized systems
Optional Services
Real-Time System Up-Time Monitoring
Up-Time & Bandwidth Usage monitoring tools accessible via a dedicated customer portal
Documentation & System Status Reporting (Quarterly)
Clear and concise documentation on the status and setup of the systems inside your office. See the IT Systems Audit Section for an example of our Standard IT Documentation
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