e-Zest offers the entire gamut of helpdesk management services right form providing a small workforce to enhance a client’s existing employee base to delivering managed operations services.
This service ranges from providing, Managers, technical staff, and day-to-day delivery of the entire support operation at client location. In many cases, e-Zest also manages the telephony and technical infrastructure.
The e-Zest onsite Technical Support includes workstations, midrange and mainframe hardware, the associated operating systems, application software, and virtually all connectivity from the CPU to the router. These services can be performed over the telephone from our client’s facility, or at the employee’s desk.
e-Zest Services and features:
- Single point of contact for all customers IT support requirements and support to users including call-logging, call-execution through filed support engineers. Vendor Follow-up, dispatch, calls escalation & end-users notification.
- Assistance for problems pertaining to operational procedures for the processing environments
- Call tracking & call closure
- Escalation of the critical issues to appropriate IT support team
- Provides various MIS Reports
- Streamlines service delivery and support processes
- Develops repeatable procedures to aid first level support groups
- Reduces number of service incidents and outages
- Implements standards to do things right the first time
- Performs proactive analysis, prevention and resolution
- Defines clear services and service targets
- Audits manages and improves IT processes
| Monitoring of backup jobs | Server Restarts | Event ID Correlation |
| Dedicated L1/L2 Engineers | Patch Installs and Reports | Validate monitoring accuracy |
| Network Documentation | File Cleanup & Defragmentation | Monitoring Alerts on RMM/PSA |
| On-Boarding of new customers | Configuration of Monitoring Templates | Anti-Virus Updates and Reports |
| SNMP OID’s and MIB data research | Initial alert validation/investigation | Contact vendors for phone support |
| Opening/Assigning Trouble Tickets | Project Work (Migrations, Installs etc) | Escalate issues via phone to partner |
- 24/7 – IT service Desk
- Onsite support through engineers
- Hybrid Support – Combination of the above
- SLA Based Support
- Incident management
- Problem management
- Change management
- Vendor management
- Performance and trend reports
- Knowledge Base Population / Updation
The e-Zest Methodology includes:
- Sustained process analysis and development
- An Implementation of Help Desks
- Obtaining right staffing through Outsourcing Temporary, or Permanent Placement
- Proper training of Staff
- Focused customer Service and Asset Management
- Forging a strategic partnership with industry leaders
