Desktops and Laptops Everywhere

What is the most cost-effective solution for supporting desktops and laptops in multiple locations and/or smaller, remote offices? Do you hire a desktop technician for each facility? Do you share resources, incur time and travel expenses, and then wonder how long users must wait for service? What about your road warriors? Your mobile workforce? New projects? After hours support?

Remote Desktop Support

The ABS Remote Level 2 Program specifically addresses this challenge and is the perfect complement to our ABShelp service offering. Wherever your users are…at home, in an office, hotel, airport, etc., ABS can support them. We remotely attach to their computers and provide Level 2 support anywhere, anytime. Our agents troubleshoot hardware and software issues as well as install and/or upgrade software. Even patch management, software deployment and asset tracking can be handled remotely. Since Level 2 calls generally require an extended resolution time, users can schedule a remote session at their convenience.

How It Works

A Level 1 agent triages the problem and determines that an advanced Level 2 skill set is required. The call is then transferred to an ABS team member with the appropriate expertise and in-depth knowledge of your environment. With all the right tools in place, the Level 2 agent takes control of the user’s computer and resolves any incidents that can be done so remotely. It is fast, efficient, cost-effective; requires no delays; and clearly helps reduce your head count. In addition, users are productive in a shorter period of time and often delighted with the friendly, competent, 7x24 support they receive no matter where they are.

ABS generates monthly summary and detailed reports that include customer surveys, performance metrics, resolution rates, and service levels. We also schedule periodic management reviews with you to ensure that lines of communication remain open and that we are meeting your expectations.

 What ABS Remote Level 2 Desktop/Laptop Support Does for You

• Integrates seamlessly with the ABShelp knowledge center for a comprehensive Level 1 and Level 2 help desk solution
• Provides virtual support wherever your PCs are located (hotel, airport, offices, homes…)
• Delivers Level 2 services any time, any day, 7x24
• Handles troubleshooting, resolution, software upgrades, and more, remotely
• Eliminates travel, drive time, walking from one building to the next, flying from one place to another, shipping and waiting
• Increases end-user productivity with improved response times
• Establishes a centralized, consistent process that is a more cost-effective method
• Schedules longer sessions at the user’s convenience
• Ensures access to a friendly, competent Level 2 team, trained in your environment
• Provides detailed and summary reports which are reviewed monthly