Managed IT - Remote Help Desk

The Help Desk works high priority problems immediately until resolved, or partner escalation is required. In certain cases, we may recommend performing the work at night so that you, your employee and their workstation are not tied up during business hours. For example, if the employee is experiencing moderate performance problems or has a minor virus or malware problem, we will coordinate with the supervisor to schedule the diagnosis and remediation after working hours. When difficult server-related problems are identified, the Help Desk will engage Central Business Systems, Inc. Network Organization Center which specializes in server troubleshooting and remediation.

High priority problems severely impede an employee’s ability to work. In some cases, multiple users may be affected. Examples include:

The Help Desk responds immediately to Administrative Tasks such as those listed below. As described under Project Requests, more complex administrative tasks such as new workstation setups are not performed real time. Administrative tasks include:

The Help Desk responds immediately to Administrative Tasks such as those listed below. As described under Project Requests, more complex administrative tasks such as new workstation setups are not performed real time. Administrative tasks include:

Desktop Project Requests are those requests which can be anticipated and thus scheduled in advance and require extended time, generally 20 minutes or more, to address. Project requests will be performed after hours when the employee is not using their workstation and will be completed by CBS’s Network Organization Center Consultants so that Help Desk technicians remain available for Real-Time Requests. Central Business Systems, Inc. will make best efforts to complete project requests no later than 6:00 a.m. of the employee’s local time zone on the day following the request, but in any event, no more than 24 hours from the time of request. Examples of project requests include: