Remote IT support for users

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We provide remote technical support and administration of user workstations. As part of this support, our system administrators help the user to resolve any issues related to IT equipment operation or software installed on the user's work computer.

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As part of the service, the following tasks may be performed:

• diagnostics of the user's computer, laptop
• installing, configuring and updating software on the client PC
• virus detection and removal
• optimization of the system
• recovery of accidentally deleted data
• setting up Wi-Fi, routers, multifunctional devices, printers, scanners, web-cameras
• preventive work
• driver installation
• support of email systems, 1C, other accounting systems
• other works agreed with the customer

If there is a problem or need for service, the end user contacts our remote system administrator directly, who, using a remote connection to the computer, provides the user with advice and solves his request.

In case of impossibility of remote solution of the problem, the request is forwarded to our service engineer for on-site visit.

Requests are accepted by phone, mail or Telegram chatbot.

All user requests are registered in our Service Desk system. The customer receives a report for the required period on all requests, recovery time and other necessary information.

Our ServiceDesk can be integrated via API with any Service Desk of our customers.
Services are provided according to your operating hours — 9*5, 12*7, 24*7.

In the provision of services, uniform quality standards are applied according to the principles of ITSM. Our specialists have been trained in ITIL v.4 and PMBOK standards.

We provide services of the first-line support — call center, which processes service requests and monitors them until full resolution.

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Realisations

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