Help Desk Services

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.

Practice Areas

Office Productivity Software Support

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.

Remote Desktop Support

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.

Application Support

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.

Network Monitoring

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.

Our Process

iQuasar follows a three-tier Help Desk architecture in order to provide cost-effective and reliable support services:

Tier I Support (Remote)

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 (Remote)

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.

On-Site Support

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.

Project Examples

  • Migrated a government environmental consulting group from a local infrastructure to a cloud based infrastructure and provided Help Desk support on all office productivity software
  • Provided Help Desk support to National Institutes of Health (NIH) end users
  • Supported multiple commercial clients on custom software applications and assisted end-users with password resets, email set up, laptop imaging, software patch management, etc
  • Deployed Help Desk technicians at United States Patent and Trademark Office (USPTO) to support internal users of various Information Technology software products and telephony services
  • Resolved multiple user management and cybersecurity control incidents for Small and Medium Business customers

Case Studies

Help Desk USPTO

United States Patent and Trademark Office (USPTO) is the Federal agency that grants U.S. patents and registers trademarks. The mission of USPTO is to administer the laws and regulations related to patents and trademarks in order to promote industrial …  Read More…

Help Desk and BPO – Commercial

The client is a New York Stock Exchange (NYSE) listed publicly traded software analytics company headquartered in San Francisco, California. The client’s technology, delivered in a software as a service (SaaS) model, monitors web and mobile …  Read More…

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