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Help Desk Services

Help Desk Services

RIS has strong capabilities in managing very large, complex SAN environments. RIS engineers will monitor SAN availability, utilization rate, performance and configuration on a 24x7 basis to ensure that your valuable data is stored securely and can be provisioned in case of routine need as well as disaster. . Data Storage management services include:

24/7 administration SAN using remote management tools.

Remote incident management.

Optimization of SAN storage capacity and efficient load balancing.

Elimination of replication delays, through usage of best practices.

Implementation of SAN, NAS using best of breed technologies.

SAN, NAS and Backup/Restore services.

Enhanced business continuity through data striping, local mirroring, remote data copy and Backup/Restore services, vaulting and archiving services.

Third party alert & problem escalation based on agreed SLAs.

 

Workflow Diagram of our Help Desk Services:

 

Mode of Communication:

24/7 administration SAN using remote management tools.

 

Escalation levels:
Call Type Description of Service
System / Application Access – Level 1 queries

Third party alert & problem escalation based on agreed SLAs.

Support hardware devices such as desktop systems, laptops and more. Handle setup, configuration and performance related issues.

Support mobile users, for instance Blackberry users on issues such as connectivity, latency etc.

Support telecom infrastructure such as instrument support, EPABX administration and more.

Offer call login, call routing, status reports and updates.

Support off-the-shelf software products

Provide problem reporting, diagnosis, and resolution for supported software products such as Microsoft Office, Microsoft Outlook, Lotus Notes Domino etc.)

Offer configuration assistance and installation setup assistance.

Support Servers & enterprise network

Provide for network/hardware related problem reporting, diagnosis, resolution or dispatch.

Address network problems such as connecting to servers, LAN, WAN, Mobile, Internet, intranet etc.

Address hardware problems such as web/app/database/collaboration servers

Support Enterprise Application

Provide for software application related problem reporting, diagnosis, resolution or dispatch.

Handle enterprise applications such as ERP/CRM/SCM/Finance Applications.

Handle technology issues across software platforms and hardware infrastructure starting from client server until Mainframe.

Planned escalation – L2 Level

Escalate problems that are beyond the scope of help desk.

The ETA would be provided by our L2 engineer after understanding the concern.

Dispatch – L3 Level

Dispatch issues that need external intervention. Such as applications managed by third party.

Specific ETA could not be provided as it is dependent on third parties