The helpdesk, onsite and remote support is always on-hand to resolve issues and have you back in business fast or provide extra resources to the IT department without increasing headcount.
Our certified technicians work with a structured approach so nothing falls through the cracks, applying patches, upgrades and service packs to keep everything current and properly maintained. Remote support tools are used to benchmark operational health and identify areas of poor performance, from server responsiveness to database capacity. All work is completed to set procedures and vendor guidelines, ensuring technology performs as it was designed to perform.
AOLC Service desk
AOLC service desk; the one stop shop for when you need help with all our products and services .Have a query about an invoice? Having trouble with windows updates? Need some on-line support with your computer? Our friendly service desk team is there to assist and they’re happy to answer your queries on any product, pricing, payments, account information or any other general information you may require.
- Customer Assistance – The Service desk respond to users enquiries either telephonically or by email. When users call with a computer problem, they will attempt to walk them through steps to diagnose and remedy the problem. Some computer problems may be too complex for a service desk technician to resolve on their own. In these situations, the service desk will open a customer ticket and seek help from a more experienced computer technician. Depending on the complexity of the problem, either the help-desk technician or the more experienced technician will then get back in touch with the customer. If the situation still cannot be corrected over the phone, the service desk will schedule an appointment for a service call.
- Provide feedback – The service desk provides feedback to their supervisor regarding the types of problems they encounter during the workday. This assists AOLC with information to prevent common problems from re-occurring. They also pass along any concerns that the customers might have.