IT Services
The IT outsourcing services that our team can provide include technical assistance services and maintenance and administration of the entire IT infrastructure, from workstations and peripherals to servers and enterprise storage devices. For optimum organization, we divided our duties into four distinct roles: Help Desk, Service Desk, Incident Management and IT Solutions.
Incident Management is based on clearly defined procedures:
Incident Management is based on clearly defined procedures:
The role of Help Desk is to minimize the number of on-site interventions using quick and effective means and perform the following tasks: receiving calls, triggering interventions, conducting first level of diagnosis, level 1 assistance, remote incident resolution via telephone with knowledge-base and reporting.
The role of Service Desk is to handle level 2 incidents with high efficiency, either remotely or on site. It has the following activity areas: taking up incidents that were not solved by Help Desk, providing level 2 diagnosis and assistance, solving remote and on site incidents, closing the incident and updating the database, informing the relevant IT on the changes that were made.
The role of Information Management is to maintain a functional IT environment, adapted to the business needs.
This includes: preventive visits, establishing and tracking performance indicators, checking the activity of Help Desk and Service Desk, file tracking, risks, recommendations and actions, providing advice for purchasing equipment, managing backups, data management and configuration, management equipment and licenses.
With IT Solutions, our consultants find the best ways of optimizing your company’s business processes with next generation technology and equipment.
A specialized tool for IT Outsourcing:
For a good tracking of interventions and accurate management of the information package, HQ Solutions uses its own support and infrastructure management application. We outline below some of the advantages of this support tool:
- It is permanently accessible to both our team and our partners
- Allows real time tracking of ongoing interventions
- Offers the possibility of fast intervention request through an easy-to-fill form
- Allows the user to know the technician assigned for an intervention and follow its development
- Generates reports, statistics and exports sites
- Provides an easy management of the equipment administration
Our service packages
We divided our services into four packages for outsourcing, according to the criticality of each piece of equipment. Thus, we offer exactly the services you need for each piece of equipment and react quickly to your requests.
