helpdesk support
The Helpdesk Support provides day-to-day end-user support related to existing IT equipment. The Helpdesk will perform initial incident analysis and where possible, remote problem resolution. The Helpdesk also manages basic IT Service Requests such as request for new user or change of security access.
Your staff can contact the Helpdesk via e-mail or by phone in order to report an issue or request a service. All helpdesk items are recorded and tracked to resolution in our ConnexionPoint system, which is an in-house web-based application. In addition, on-line surveys allow you to provide feedback to itconnexion on level of service received, which will assist us to further improve on service levels.
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incident resolution
The Helpdesk performs incident analysis and resolution for issues such as;
- Internet problems;
- Network problems;
- Desktop computer problems
- Printing issues;
- Login and password problems; and
- E-mail issues.
The Helpdesk will always endeavour to resolve all issues and will provide appropriate recommendation to the user at the time of resolution. However, some incidents cannot be resolved remotely and may require an on-site visit and/or new equipment.
service requests
The Helpdesk provides response to Services Requests such as;
- New user login and e-mail;
- E-mail administration requests such as new e-mail accounts, out-of-office e-mail and e-mail redirection;
- Folder access permissions;
- File restore from backup.
