As “Bring their own Devices,” (BYOD) and “Multi-Factor Authentication” (MFA) technology evolves, your IT Help Desk staff will need the “depth” of skills necessary to support multiple technologies and topics at any given time. Topics such as Office 365, Mobile Devices, Cloud Computing, Virtualization, VDI, Compliance Requirements, Email Security, and Disaster Recovery are topics every IT administrator must have awareness of.  Instead of trying to keep up with the latest technologies or hiring new IT staff skilled in a particular area of expertise, The AGA Group ™ can provide your organization with 24×7 Help Desk services, all at a fraction of the costs. Gain the experience of The AGA Group™ IT professionals, who are certified in multi-disciplinary areas of IT.

24×7 Help Desk Services Include:

  • Calls answered by UUS-based skilled technical support engineers 24x7x365.
  • Above industry average First Call Resolve (FCR) rate and <40 second hold times
  • World Class customer service commitment for every request
  • Our 24×7 Help Desk professionals strive to exceed client expectations on every call
  • Any combination of on-site, dispatched or remote help desk services (staff augmentation)
  • Access to your own secure self-service portal to request assistance and view status of tickets
  • Private label service and portal branding available
  • Dedicated Account Teams
  • Support for desktops, MAC’s, laptops, servers, MS exchange, VoIP sets and mobile devices
  • Support for multi-location environments, including most international locations
  • Tiered service level support with custom Service Level Agreements (SLA) requirements are available
  • All popular operating systems, hardware and software platforms supported
  • Remote workstation management available, (including remote troubleshooting of MAC, Windows and Microsoft Office)
  • ITIL-based incident and problem management toolsets and processes utilized
  • Remote control license support
  • New machine setups and training if needed
  • New employee onboarding training and exit services
  • HIPAA Compliance
  • Change management and Configuration management support
  • Ability to manage multiple devices at various locations connected to multiple clouds and carriers
  • Incident and Problem Management through an advanced trouble ticketing platform
  • Ticket management and vendor liaison for third party and carrier issues
  • Index logs for all critical IT services including remote access logs
  • Comprehensive, customized monthly reports detailing key SLA metrics and 24×7 Help Desk response times

Get Started with The AGA Group™ Healthcare IT Services

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