Enterprise Help Desk Support

RT’s Enterprise Support Group uses Remote Helpdesk services to support end user’s requirements and maintenance of entire IT and telecom infrastructure of large corporations. RT provides a closed loop single point of contact for all service inquiries including hardware, software, operating systems, applications, utilities, peripherals etc. The service also tracks performance of Servers, Networks and Peripherals. The service also features L2 and L3 support in a tiered structure with a cross section of staff trained on different technologies to increase end user efficiency, satisfaction, and remote resolution rates. The technology allows the agent to take control of a caller’s PC through the Internet and run programs, applications, or move files, supporting both software and hardware to increase first call resolution. All agents are technically qualified engineers with various accreditations. The helpdesk maintains a close contact with Deskside Support team to ensure the call closure within service levels.

Enterprise Help Desk Services deliver everything needed to meet complex around-the-clock remote technology support and user contact requirements without costly in-house IT personnel or call center infrastructure investments. The clients can easily provide the levels of remote support their employees or customers require at a predictable, affordable price.

We provide complete support services for the most common end user problems:

• Hardware (desktop/notebook/peripheral) diagnosis and deskside team coordination
• Operating systems
• Shrink-wrapped applications
•  Departmental/business applications
•  E-mail
•  Network connectivity and navigation
•  Basic network administration (i.e. password resets, account maintenance, etc.)
•  Remote user access
• Corporate I.T. policy

Advantages of RT’s Enterprise helpdesk support include:

• Level 1 and Level 2 help desk engineers
• State of the art contact center technology infrastructure
• Multi-channel delivery capabilities that include voice, e-mail, chat
• Chat Capability with live collaboration and Remote assistance
  
• Web-based case management application CiRIMS
• Natural cost advantage of India location
• Guaranteed service levels
• Closed-loop case management
• Web based Reporting to client on Live basis.
• 7x24x365 coverage
• Process workflow, escalation and onsite dispatch management
• Rapid deployment
• ISO 9001 accreditation

Managed Desktop Services (MDS)

Managed Desktop Services (MDS) is a predictable, cost-contained approach to fully managing your complex desktop support requirements without costly IT personnel or infrastructure investments. MDS provides remote problem resolution to your end users via our corporate service desk, diagnostic triage in situations that require it, and onsite support and repair to users in your or your customers’ corporate, remote, and home office environments as needed.

For Outsourcers and Resellers

Our Managed Desktop Service approach is an opportunity to provide a total business solution for your small to medium size business customers. Managed Desktop Service (MDS) provides comprehensive support to businesses that do not have or cannot afford an IT department. As a total package or as components, MDS may be sold by resellers and outsourcers to augment direct sales revenue.

For Enterprise

Managed Desktop Service (MDS) provides comprehensive support to businesses that do not have or cannot afford an IT department. Our MDS capability will help you cost effectively maximize the availability and performance of selected third-party equipment and assist in deployments of new or refreshed IT resources - to reduce your capital and infrastructure costs, and simplify your business processes.