Istonish Help Desk Services Questionnaire
When considering a Help Desk partner, it is important they are knowledgeable in all areas of your operation, including your challenges and goals. To help better understand the scope and complexity of your Help Desk operation, consider the following questions. Contact Istonish to discuss how we can help you achieve your Help Desk goals.
Environment
- How many PCs, servers, sites and PCs per site do you have?
- What is the level of standardization of your PC environment?
- What is the number and types of desk top images you support?
- What is the basic configuration associated with primary images?
- What type of network environment (high speed internet, satellite or other wireless)?
- What type of security requirements do you have?
Hardware
What type of hardware do you have (by type, manufacturer and percentage)? e.g. Servers: 50% Dell, 50% HP, SAN Storage: 100% EMC)
Software
- Do you have your own help desk (trouble ticket management) software?
- If so, what would be the level of effort for Istonish to use it (Web access only or direct access via dedicated circuit required?)
Applications
- Which applications need to be supported?
- Are they Commercial off-the-shelf or custom applications?
Remote Solutions
- Do you have the ability for remote access?
- What remote tools are currently used today for diagnostic access or for providing access for remotely fixing computer issues?
- Will you consider an off site help desk solution?
Call Statistics
What are your current:
- Help desk hours of support
- Number of resources supporting your help desk
- Peak call times
- First call resolution percentage rates
- “Speed to answer” time
- “Average call handled” time
- Percentage of tickets submitted via e-mail
- Levels of support? If more than one level, what would each entail?
Locations
If multiple locations are supported, how many 800 lines are there and from where they are coming?
Pricing
What type of pricing are you interested in? Per call, per unit or per minute?