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 Metroplex Tech
offers employee IT help-desk services that provides technical
problem resolution and support for corporate employees. We
provide level 1 and 2 end-user and technical support across
a wide range of software applications, desktops, notebooks,
OS, data center, servers, network equipment, hardware, connectivity
and much more. We can support office productivity tools including
Internet browsers and email, new service requests, product
usage queries, IT operational issues, remote diagnostics (password
reset, desktop control) and general IT support.
Service also include Application Support, Network Admininistation
and Hardware Diagnosis. Technical support for standard corporate
applications (MsOffice, Outlook, E-Mail) and enterprise applications
(Interwoven, WebLogic, Siebel, SAP, Broadvision, PeopleSoft).
First-line support for field personnel and their hardware
and network connectivity (internet access, IP address, login
problems), including warranty repair/replacement order processing
and acting as the first-line of support for internal employees
for all technical issues.
Help
Desk Terms and Support Levels
Our Technical Help Desk Support team will provide an efficient
escalation process through a multi-tier approach to keep requests
routed to a Technician who will find a resolution to a customer's
problem. We offer 3 levels of Technical support. Our pricing
model and SLA's are defined on these levels:
Tier 1 Support:
Basic application software and/or hardware support to callers.
The contact is available 24x365 and therefore represents a
role rather than an individual. The contacts at this level
have the ability to contact on-call engineers and to escalate
to management as required, to resolve all Tier 1 incidents.
Tier 2 Support:
More complex support on application software and/or hardware.
The role of the CSR agent is typically that of a Lead Engineer.
Escalation to this level is appropriate only when Tier 1 interaction
has failed to result in resolution and further action transcends
the authority of Tier 1 staff.
Tier 3 Support:
Complex hardware and operating system software support that
usually involves certified systems engineers. This team is
directly under the close supervision of senior technical management
and has all the authority to take actions that fall outside
the standard operating policies. Escalation to Level Three
is appropriate in cases where Tier 1 and Tier 2 interactions
have been unsuccessful in resolving a highly complex technical
issue.
 Interested
in a Help Desk solution?
To learn more about our Technical Help Desk Support Services
contact us below. We respond to email and phone requests within
24 hours and in most cases a custom proposal based on your
RFP/RFQ will be sent within 10 days.
Please contact us for more information.
Email us your contact information
and we will respond back with 24 hours.
Call us at (817) 717-5539 to arrange
for a tech to visit your home/office.
Submit a support ticket with
your details and a description of the problem.
Request a quote and we will
send you a written quote or estimate.
We travel all over the greater DFW Metroplex fixing and maintaining
computers 24/7 so you can be assured we will be there for
you when you or your computers need us most.
We also provide these services: Help desk phone support,
remote support, Help desk trouble ticket systems, online help
desk solutions and more.
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