Our Services

  • Single point of contact to the users for technical problems
  • Logging user complaints and allocating calls to engineer /vendor / IT Dept.
  • Assigning severity level to each call as per the predefined definitions.
  • Call tracking and closing
  • Escalation of calls to various levels
  • Identification and resolution of chronic calls and problem
  • Co-ordination with vendor for technical problems logged at the Help Desk to ensure proper closure of problems
  • Report generations
  • We’ll monitor each call and provide end-to-end management for the calls. The response time and the resolution time will be captured to ensure immediate response.
  • The call will be closed only after intimating the user.
  • The call management will be maintained as per the SLA.
  • Coordinating with vendors for replacement and other hardware/software related issues. The resolution will solely depend on the vendor’s response.
  • To ensure the network bandwidth and availability are to the expected level so as to achieve   maximum productivity through resource sharing
  • Network link trouble shooting
  • Resolving network connectivity problems at the client end
  • Providing support to third party for connectivity to desktop in case of new installations
  • Monitoring the security measure of network
  • Updating the documentation of the LAN / WAN setup
  • Network performance monitoring.
  • Performing regular backup operations at predetermined frequency
  • Labeling media for identification and retrieval
  • Proper storage and handling of backup media to prevent data loss
  • Storing backup media for monthly backups.
  • Conducting regular restoration exercise with backed-up data to confirm backup validity
  • Maintaining log sheets for backup etc
  • Restoring data in case of request from user in the event of data deletion by user accidentally or in case of corruption of data
  • Tape administration.
  • Backup service and software\Hardware administration.
  • Document the whole Backup Schedules.
  • Orderly system startup and shutdown as per predefined procedures
  • Monitor CPU utilization, disk space usage etc. vis-à-vis thresholds using server management tools
  • Identify potential problems and proactively take corrective action before they impact user productivity
  • Resolve server problems like system ‘hang’, hard disk crash etc.
  • Install / Upgrade OS and patches
  • Reload OS on servers as and when needed
  • Virus prevention and cleaning on the server
  • Print queue administration
  • To ensure that DNS, DHCP, Web services are working fine.
  • Troubleshooting and management of DNS, DHCP, mail server.
  • Create asset (hardware / software) database by recording information like used by, used for, configuration, serial number, asset code, warranty and AMC details
  • To update the inventory file from time to time to get updated asset database for audit or inspection is available
  • Monitoring and management of up gradation and relocation of assets (including software)
  • Controlling and coordinating with vendors for the assets sent for repairs.
  • To keep track of any non-returnable and returnable assets.
  • To maintain the list of stores items and keep track of their usage.
  • The asset details will contain Machine name, User name, Memory, HDD, Monitor Serial No., Floor detail, Change management.
  • We will maintain and update the Static IP (Public & Private) List.
  • To maintain the usage of Dialup accounts (ISDN and PSTN) with their usage permissions.
  • To ensure that the new installations are happening on schedule.
  • Monitoring / Provide support to third party for replacement of necessary parts as per the warranty / AMC
  • Configuring the print servers and resolving printing problems of the users
  • Performing any install, Move, Add or Change at the client level
  • Supporting the desktop OS and desktop applications. Installing / upgrading OS and patches
  • Reloading OS on servers and desktops
  • Installation of software along with necessary patches and service packs.
  • To ensure that all the dumps of all the software’s including OS, Application, Drivers, Service   packs and others are kept in the application server.
  • Ensure that no unwanted shares and services run on the server.
  • To ensure that the permissions on the license software’s are given only when required.
  • To maintain a list of all freeware and licensed software’s with their product key id in a file.
  • To implement Ghost and reduce the usage of CD’s for any task.
  • To ensure that all the dumps are loaded with their updates and patches.
  • Solving of desktop related problems with in time frame.
  • Support for desktop applications like MS-Office, IE, etc.
  • Desktop assignments for new joiners with necessary software.
  • First level support for diagnosing the problem and getting the same resolved as per the severity.
  • Install, remove and upgrade the third party applications on the desktop / servers.
  • Maintaining database of the various vendors with details like contact person, telephone nos. escalation matrix, response time and resolution time commitments etc.
  • Logging calls with vendors
  • Coordinating with vendors to get the problems resolved
  • Keeping track of the hardware and software maintenance.
  • Monitoring and Coordinating with vendors for scheduled preventive maintenance.
  • Registering and updating the anti-virus tool on the server periodically.
  • Diagnosing and rectifying any virus problems that can be fixed by the anti-virus tools
  • Providing feedback on any new viruses detected
  • Ad-hoc checking of desktops for updating of latest data files
  • Routine checking of anti-virus log files for checking of any virus detected and cleaned on the desktop.
  • To ensure that latest live update is there on all the systems.
  • To ensure Mail server has the Anti-Virus for Mail with auto protection of mailboxes.
  • To ensure no unwanted shares and services are running in the network to ensure total safe network.