IT Help Desk Outsourcing

EisnerAmper’s IT Help Desk is available 24/365 to solve your most difficult end-user challenges. Whether your end-users rely on Windows, Mac, Tablets, or Smart Phones, we can handle their most complex questions. EisnerAmper’s customers can leverage our IT Help Desk as a standalone solution or as an integral component of our Managed IT Services offering.

The Industry’s Most Comprehensive Help Desk Outsourcing Provider

From our North American Customer Support Center, EisnerAmper closely integrates the services of our Service Desk and NOC to provide complete visibility to the customer’s environment. Our Managed Services Solutions deliver a full scope outsourcing solution. EisnerAmper’s ITIL and ISO 20000 compliant processes insure that your end-users get the help they need when they need it.

Maximize Employee Productivity

By engaging EisnerAmper’s Enterprise Class Help Desk, your company will dramatically improve employee productivity. By empowering your end-users to get the help they need, when they need it, your company can minimize downtime, and free your employees to engage your customers and grow your bottom line.

Industry Leading Help Desk Support SLAs

Talk is cheap. EisnerAmper’s SLA’s are the strongest in the industry. Every EisnerAmper customer has access to our performance portal, empowering you to hold us accountable.

• Calls answered in 180 seconds: 90%
• Covered non-break fix calls closed in one call: 90%
• Electronic requests responded to in 1 hour: 95%
• Severity 1 requests responded to in ½ hour: 95%
• Ticket System Availability: 99.5%

Standard Help Desk Services

EisnerAmper provides 24×365 end user support via a toll free 800 number and e-mail for the following requests:

• Microsoft Office
• Hardware/Firmware/Driver
• Symantec Product line
• Network Connectivity
• McAfee Product line
• VPN issues
• Adobe Product line
• Microsoft and MAC Operating system troubleshooting
• All major web browsers and e-mail clients
• Hand Held business use support
• All other software will be support on as reasonable endeavor

Custom Help Desk Solutions

For customers that require specialized application or technology support, EisnerAmper can deliver custom Help Desk Solutions tailored to your unique business.

Supported Platforms

Desktop Support

• Microsoft Windows 95/98/Me
• Microsoft NT 4.0/2000/XP/Vista,7
• Adobe Acrobat
• Microsoft Access
• Microsoft Visio
• Citrix ICA Clients for Windows
• Microsoft Excel
• Microsoft Word
• WinZip Computing WinZip
• IBM Lotus Notes Client
• Microsoft FrontPage
• Firefox Browser
• Microsoft MapPoint
• Symantec Antivirus
• Microsoft Publisher
• Internet Explorer
• Microsoft Outlook
• Symantec PC Anywhere
• McAfee Virus Scan
• Microsoft PowerPoint
• Symantec WinFax Pro
• Microsoft Works
• Microsoft Server
• Microsoft Windows NT/2000/2000
• Microsoft Windows 2010 Server
• Microsoft Internet Security
• Microsoft SQL Server
• Microsoft Exchange Server
• Management Server
• Microsoft Windows Storage Server
• Microsoft Virtual Server
• Microsoft SharePoint Portal Server
• Microsoft Content And Acceleration Server
• Microsoft Systems Management Server
• Microsoft Application Center Server
• Microsoft Small Business Server
• Microsoft BizTalk Server
• Microsoft Commerce Server

Connectivity

• 3COM
• D-Link Systems
• Sonicwall
• Cisco Systems
• Extreme Networks
• Proxim
• Citrix Systems
• Linksys

Hardware

• 3COM
• Acer
• Gateway
• Palm
• Aladdin Systems
• Hewlett-Packard
• Toshiba
• Iomega
• Xerox
• Brother
• Hypercom
• Viisage
• BlackBerry
• IBM
• WatchGuard Technologies
• Cisco Systems
• Juniper Networks
• Zebra Technologies
• Epson
• Lexmark
• Sony
• Micron Technology
• Extreme Networks
• NEC
• Dell