CALNET’s Help Desk Support team will provide customers with a system designed to preemptively identify and solve user problems through remote capabilities, provide complete user instructions or, if necessary, immediately dispatch a field engineer to quickly identify and fix the source of problems affecting critical equipment or causing system failures.

CALNET’s team will also assist in Standardizing servers, PCs, laptops and other devices throughout the organisation, allowing help desk personnel to master the intricacies of a smaller number of tools. In turn, this simplification of hardware enables problems to be resolved faster. Standardizing the thousands of different software configurations across the client organization into three categories — Tier 1,  operating system and browser software; Tier 2,  applications such as Microsoft Outlook, Adobe, and Outlook; and Tier 3, including business-unit specific software. This simplification of software allows help desk staff to concentrate on a smaller number of software tools, thereby enhancing their ability to provide immediate resolutions to customer problems.

The Help Desk team supplies site administrators, end users, and technical support personnel with operational support for user-related questions and problems, as well as maintenance support for system problems or equipment failures.

The Help Desk Offers a Proven Record of Total Support Coverage:

• Central point of contact for customer support

• Initial training or continuous user support

• Field or maintenance support

• Advanced engineering support

• Contact with vendors about data problems

·         Problem tracking reports for trend analyses

CALNET’s provides Help Desk Services for Government Organizations as well as Commercial Customers.

Remote System Monitoring

With the use of innovative Remote System Monitoring, Help Desk engineers can provide state-of-the-art software maintenance and system troubleshooting to the customer 12 hours a day, 7 days a week, with technical support on-call.

The Remote System Monitoring provides our Help Desk engineers with the ability to identify problems before the customer notices. In addition, this system assists customers with system administration, and field engineers with troubleshooting. Our Help Desk engineers have the ability to see exactly what the user sees, enabling them to save - recreate the problem, as well as locate its source easily and efficiently.

Help Desk Support Features

• 12-7 Tech Support Site Maintenance, with technical support on-call

• Optimal leased or purchased systems

• Remote System Support

• Remote System Monitoring (SNMP)

• Remote dial up for system/network admin

• Remote X-Windows

• SMS remote control

• Depot Supply support

• Automated software delivery

• On-Line training and documentation