Alpha’s IT Enterprise Helpdesk and Monitoring Services

Alpha Technology Helpdesk and Monitoring Services include an ITIL multi-tiered model - Tier 1, Tier 2, and Tier 3, covering multiple functions and support processes including but not limited to the following:

  • ITIL-based model (Cloud-based)
  • Service Desk management
  • First Point of Contact
  • Service Requests
  • Incident Management
  • Problem Management
  • IT Communications
  • Knowledge Management and documentation
  • Major Event Management
  • Remote monitoring of critical systems
  • Active Directory Administration (Provisioning and De-provisioning Accounts)
  • Effective incident and problem management processes
  • Effective escalation and resolution processes
  • High First Call Resolution Rate (80-85%)
  • Continuous Training
  • Low abandonment rate – tied to effective ASA
  • Effective Monitoring and Reporting – take corrective actions quickly
  • Automation – ticket routing and assignment should be seamless
  • Self-Service - allow end users to perform repetitive services
  • Templates and standardization – eliminate the need for guess work and reduce human errors
  • Problem prevention - through solid trending and root cause analysis

Pricing Models

Option 1 – Bronze

  • 5X8 (Mon-Fri) live support via a dedicated number

  • Basic hardware and software troubleshooting

  • First point of contact

  • Incident management

  • Service requests

Option 2 – Silver

  • 7X8 (Mon-Fri) live support via a dedicated number

  • After hours and weekend on-call support for critical (P1) issues

  • Provides more complex support on application software and/or hardware

  • Includes Bronze support

  • IT Communications

  • Knowledge Management

  • Major Event Management

  • Weekly call volume calls per day

Option 3 – Gold

  • 24/7 live support via a dedicated number

  • Provides even more specialized and complex hardware, OS and software support to end users. This is designed to handle the most difficult or advanced problems that are reported to the Helpdesk. This service is considered Dedicated Service and requires highly technical agents to handle this type of call

  • Includes Silver support

  • Remote monitoring of critical systems

  • AD Administration (account provisioning and de-provisioning)

  • Patch management, managed security, online backup and help desk services

  • 5-10% Inventory on-site for critical hardware

  • Alpha provides break/fix support as per IT’s SLA with the business

  • Alpha provides full remote monitoring of sites

  • Alpha performs preventative maintenance as needed