APPLICATION, HELP DESK SUPPORT & HOSTED EMAIL
Help Desk Overview
The Vicknair Solutions Group provides a live Help Desk service. The Help Desk is staffed with experienced Level 2 technicians who have had 2-6 years of work experience supporting end-users on server, desktop and network level issues. This service is delivered using a combination of phone and remote control tools that are a part of the Desktop Protection software, which is included in this service. Currently, this service is available between 8am-6pm CST, Monday through Friday, with 24x7 after-hours and weekend coverage provided by an on-call system.
Clients are provided a Toll-Free number to call for Help Desk assistance.
All calls to the Help Desk are answered by a technician. If technician is not available your call is placed in the queue. You may choose to leave a message and request a call back from the next available technician. You will be asked to provide your name, company, and phone number. This information is used to create the ticket.
Proactive care and maintenance of your desktops and laptops.
The detail of the services includes:
- Patch Management & Patch scans for Microsoft are done on a weekly basis. Patches are researched and tested. Actual Patch deployment happens once a month to allow for proper testing and market research - or when absolute critical patches are released.
- Daily Anti-Virus Checks and Scanning using client owned commercial anti-virus software or AVG Pro Anti Virus
- Weekly temporary Internet file deletion and desktop cleaning
- Daily Spyware detection and removal in the first month or so of service, Spyware is done on a weekly basis to allow for creation of white and black list so no critical programs are removed as Spyware. After the creation of these lists, Spyware removal is done daily