Single Point of Contact Help Desk Support for PC & Mac

Single Point of Contact offers expertise in all areas of Help Desk Support and can deliver an effective, budget-friendly solution for small, mid-size, and large businesses. We are one of Microsoft's most experienced Certified Partners in both the San Francisco Bay Area and California’s Central Valley. We are experts in all areas of Windows Vista, Windows XP, Windows Server 2003 and Windows 2000 Server as well as Microsoft .NET and BackOffice technology.  

Do You Have These Challenges?

Our Solution

Single Point of Contact offers an array of solutions other competing Help Desk Services cannot provide. If Windows plays a major role in your technology infrastructure, Single Point of Contact has the talent you need for:

• Automation
• Managed Service Plans
• Process Improvement
• Problem Management
• Staffing
• Training

Why Choose Single Point of Contact?

Proven Performance
Single Point of Contact has proven performance in these key areas: automation, process improvement, problem management, staffing and training.

One Stop, Full Service Support
We are a Microsoft Certified partner offering consulting in all aspects of Help Desk services including management, process improvement, staffing, automation, and positioning.

Positive Return on Investment
For client engagements, Single Point of Contact can develop detailed cost justification that supports the appropriate service level based on your budget and perceived value.

Experience
Single Point of Contact consultants and technicians average over [10] years of experience in hi-tech.

Perception Improvement
We position your Help Desk as a solid contributor to company performance and enable a positive image.

Sustainable and Repeatable Processes
We are experts in the development and implementation of measurable, sustainable and repeatable processes that will improve the performance of your Help Desk service levels.

Solution Details

Automation

• We have the experience to help you choose a Help Desk application that's right for your company. Our expertise supports several different Help Desk software applications. These include: Numara Track-it and Footprints, Manage Engine Service Desk Plus, Autotask and Various Open Source applications.
• With our expert deployment and integration services, typically our clients “go-live” in four to six weeks.

Managed Service Plans

• Some businesses prefer to outsource their Help Desk resources rather than hire and manage them. Unfortunately, not all outsourcing channels provide the quality and reliability your business demands. We can help evaluate your Help Desk and provide proven options for outsourcing Help Desk staff that is right for you.

Process Improvement

• With our highly experienced support personnel, we can audit and analyze your Help Desk policies and procedures to identify areas for improvement that will provide an immediate Return on Investment (ROI).
• If your policies and procedures need to be upgraded, or if you need new policies and procedures, we have the expertise to develop and help you deploy them. This expertise includes the Infrastructure Technology Infrastructure Library (ITIL v3) and Control Objectives for Information and related Technology (COBIT) best practices framework.

Problem Management

• Our short-term goal is to resolve a minimum of 65% of service calls during the initial conversation. Our long-term goal is to exceed 80% first-call resolution. First-call resolution is a significant factor in reducing the average cost of Help Desk calls, improving the image of your IT department, as well as user productivity and satisfaction.
• The technical support expertise you can expect from us includes the following, but is not limited to:

Staffing

• On-site - Our on-site staffing service is designed to deliver quality personnel by selecting results-oriented individuals trained to interact with clients and solve problems. We provide resources to resolve your problems rather than just answer the phone. Technicians are deployed to work on-site at your offices where we have a presence, or within driving distance of one of our offices.
• Remote - We provide remote support to offices out of state/country, or when an individual is travelling.  Support is provided using the telephone and the latest technology e.g., remote control software, ensuring you receive timely and efficient support. 
• Emergency / On Call - We can provide emergency on-site support and/or on-call support remotely any time of the day or night.  We combine technical support services with our 24x7 Network Operations Center (NOC) to deliver seamless desktop support anytime and anywhere.
• Temporary - We offer temporary assistance to augment existing staff, or fill gaps during employee absences.

Training

• Our on-going education programs keep Help Desk specialists up to date on the latest technology including: Anti-Virus, Anti-Spyware, Firewalls, Office Applications, Remote Control Applications, and Windows Operating Systems.
• We can help evaluate and train your internal staff to ensure more complete problem recording and resolution. Our expertise includes the Infrastructure Technology Infrastructure Library (ITIL v3) and Control Objectives for Information and related Technology (COBIT) best practices framework.

Find Out More
For more information, contact us.