24×7 Certified Live Support
Our service desk provides our customers with a single point of contact for all end users. When an incident or service request is reported, our service desk team works with the appropriate party to seek a resolution or get resources scheduled and communicates all status updates back to the initiating requestor or their designee(s). This ensures a reliable experience for end users while providing the metrics and Key Performance Indicator (KPI) reporting that IT functions require to ensure service levels are consistently met.
|Key Features||Why it matters|
|Single point of contact for all incidents and requests||Ease of use increases end-user adoption. Resolution/Request process transparency and accountability is also reinforced as there is a single source of service|
|Certified Staff||Certified staff are better equipped to handle a broad range of issues more quickly and with less re-work freeing streamlining support and improving end user experience|
|External vendor coordination||Eliminates confusion and hassle of maintaining vendor contact lists, updating information and trying to figure out who to contact and when they are available|
|Closed loop communication processes||Ensures requestors are clear when an issue is pending or it has been resolved. Also, ensures that tickets aren’t closed pre-maturely with the user not realizing that no further action is being taken on a request/issue.|
HTG’s approach to desktop management is designed entirely around end user experience. Users will be able to receive desktop support using a variety of methods including the HTG System Icon, Email, a Web Portal, Instant Chat (planned) and via their phone.
Automated Virtual Engineering
Once support is requested, an HTG service desk technician will triage the request and will either attempt to immediately resolve it or escalate it to the appropriate analyst for a more detailed analysis. The HTG service desk will remain the end-user’s single point of contact through resolution regardless of the nature of the request. The service desk will notify the user of any changes to ticket status to ensure full transparency and accountability of ownership and consistency of communication throughout the resolution/request process.
A primary differentiator of our desktop management process is the HTG System Monitoring Agent (HSMA). The HSMA runs on each server or workstation and monitors for over 700 unique conditions including:
- Memory Health Checks
- Memory exceptions and leaks
- CPU utilization
- Storage I/O and usage
- Disk Health
- Network Performance
- Long running processes
- End user experience
- System updates
- Security updates
When a condition is identified, a ticket is opened and a remediation script is run locally. Once complete the HSMA re-scans for that condition, if fixed, the ticket is closed. Otherwise, the HSMA will update the ticket status with results and then escalate the ticket to a technician for further analysis. This feature helps to identify hardware and software issues before they create an interruption proactively avoiding an incident.
The HSMA provides true proactive support using AI and Automation avoiding downtime and end-user productivity issues before it becomes an incident
- Per Device