iQuasar offers 24×7 Help Desk support services to you through email, web, or phone, and on-site deployment of a technician as and when needed. The activities covered by our Help Desk capability include responding to calls, emails, and web-based requests for support, problem-solving for impacted users, deploying an on-site Helpdesk technician, and following ITIL guidelines to address routine incidents.
iQuasar is an authorized reseller of Google office productivity software, G-Suite, and Microsoft office productivity software, Office 365. We deploy, configure, and support Google and Microsoft cloud based applications used for e-mail, document management, calendar, communications, and collaboration.
Our Help Desk team is proficient in providing remote desktop support. We provide end to end support for all the hardware and software issues. Our team is highly qualified in device management, viz., desktops, laptops, servers, network attached storage, printers, mobile devices, etc.
Our Help Desk engineers take care of all your other software applications and perform related troubleshooting. We provide technical support for all your unique software applications and automation tools.
iQuasar provides network monitoring for our clients and uses tools like Avast Managed Workplace for network monitoring, patch management, updating software licenses, etc. Our Help Desk team will keep an eye on all your end-point devices and their behavior and interaction with your network.
iQuasar follows a three tier Help Desk architecture in order to provide cost effective and reliable support services:
Tier I Support acts as the front line Help Desk for our clients. All support requests via phone, email, and web are handled by this team. Our Tier I Support engineers use ITIL processes and provide excellent customer service and close most of the issues as First Call Resolution.
Advanced Support Group acts as our Tier II Team and handles all the escalations forwarded by the Tier I Team. Our Tier II team comprises of Microsoft and Cisco certified engineers and work closely with Tier I support personnel to ensure 100% customer satisfaction.
Our Help Desk team can deploy an on-site engineer to the client locations, as and when needed. We have a team of on-site engineers who have worked for clients like USPTO, DoD, Comcast, AT&T, etc.