Isyour IT support help desk management struggling to supply quality technical support on shrinking budgets?
Arehelp desk staffing, administration and maintenance compromising your ability to provide the required support for your dynamic and expanding infrastructure?
Wouldyou like to create and build a Help Desk organization . . . with a positive image"?

As business organizations right size and streamline using new process models, Help Desk Services have become more important. An effective Help Desk System is vital to keeping your systems online and delivering peak performance. Without accurate reporting and timely resolution - technology, application or service-related problems could seriously affect critical business functions

RSA Expertise

RSA offers consulting, deployment and management services to improve Help Desk service levels and help you to contain costs and increase service margins. Our knowledge and expertise in help desk services covers a broad range of technical support solutions including:

• Help Desk resource management
• Hardware, networking, Internet, wireless, dial-up, and DSL technology trouble-shooting
• Hardware and software, set up, installation, training and support
• Defining, monitoring, sustaining and improving processes and service levels
• Auditing, upgrading and creating help desk processes, procedures, documentation and reporting.
• Assessing and training internal Help Desk staff
• Technology specialization and quality assurance

RSA's Help Desk Assessment provides an analysis of your help desk organization, including business requirements, best practices, processes and procedures, resourcing profiles, service level agreements, escalation, activity reporting, ROI, customer satisfaction, software applications and outsource options. RSA takes the time to understand your business and help you to plan for your future growth. RSA validates the current state of your Help Desk System and assess its potential impact on your business, then recommends and helps you to implement a unique support solution.

If you do not currently have a Help Desk System, RSA will design a system or recommend an outsourcing strategy to meet your specific needs.

RSA's technology evaluation services help you to evaluate, compare and selection and select the hardware and software solutions that are right for your company's Help Desk operation. Our recommendations identify a cost-effective that is aligned with your organization's business goals or corporate culture.

RSA can also help you deploy help desk software and integrate it into your IT infrastructure or RSA can set up complete help desk operation at your site. RSA Help Desk Management and Deployment engineers provide complete logistics and management guidance to implement and upgrade your support service environment

RSA provides all types of Help Desk resourcing and staffing from a specialized hardware maintenance engineer to a complete team of experienced customer service representatives. RSA's experienced desktop engineers are available for hardware delivery and equipment moves including set-up, trouble-shooting and maintenance. These engineers can be part of your team (full or part-time), or attend your site when needed.

If outsourcing is a consideration for your business, RSA provides direct and partnered outsourcing solutions. RSA has qualified and certified engineers and service representative to augment existing staff during "peak" periods or fill gaps during employee absences. RSA customer service engineers try to achieve "First Call" resolution; not merely report problems. RSA best practices ensure appropriate and timely escalation of problems, use of measurable best practice processes and quantifiable management reporting.

To improve your customer satisfaction, control your computer environment's total cost of ownership, provide continual, and measurable improvement of Help Desk service . . .

. . . rely on RSA.