Utilizing SolutionsDesk, a CoSentry proprietary SaaS web-based incident management application, our team will develop a solution that will assist you in maximizing uptime and productivity of your environment. SolutionsDesk’s inherent design provides maximum flexibility, scalability and customization to meet the unique requirements of your organization. Web-based access allows you to see the status of all of your current tickets from any web browser. Our optional monitoring and managed services takes it one step further to provide proactive notifications and service delivery further reducing downtime and support costs. Outsourcing your help desk / service desk services to CoSentry will save you time, money and allows your IT staff to focus more on strategic initiatives rather than day-to-day maintenance.
CoSentry Service Desk Features
- Remote technical support
- Incident creation
- Live answer 7x24
- Web-based ticket intitiaion (QuickLink)
- Email ticket initiation
- Automated incident generation SNMP alerts
- Incident life cycle management end-to-end
- Diagnose & Dispatching
- Help Desk – application support, shrink wrapped or proprietary
- Levels 1, 2 & 3 technical support
- Remote help desk for Windows Mobile and Blackberry devices
- Proactive incident management to client specific Service Level Agreements SLA's
- Escalation management
- Real-time web-based ticket view
- Asset tracking
- Reporting
- Satisfaction surveys
- Incident status updates via email or pager
- ITIL Enabling