Hardware and OS Support

enkompas desktop support services consist of desktop computer hardware and operating system support. enkompas will provide technical assistance by telephone, remote access into client’s network and/or on-site visits.

enkompas will utilize Help Desk Technicians to perform desktop support. The help desk technician may escalate desktop support incidents to a network engineer or a system engineer to resolve enterprise infrastructure issues.

The following hardware and software support services will be performed as needed:

• PC hardware support.
• Operating system support (Microsoft Windows NT/98/2000/XP).
• Software installation support (Microsoft Office software, Operating System updates, etc.)
• Printer hardware and software support.
• Coordinate desktop hardware issues with vendor or 3rd party organization.

ServiceDesk

enkompas utilizes a web-based incident reporting system, called ServiceDesk, to document and track all support services.

How it works:

enkompas customers are provided with a login and password to the ServiceDesk system. When a problem occurs, the customer enters a ServiceDesk ticket, providing a detailed description of the problem. Each ticket is routed directly to our enkompas support team, providing for a response as quickly as possible within established severity level response times. The enkompas staff member will document all work that was performed to resolve the issue. Once completed and customer verification is granted, the ticket is closed. Our customers receive comprehensive monthly reports on all closed tickets.

Utilizing the ServiceDesk system we eliminate phone and email tag. Your message gets across to the person needed within minutes.