RMM Services & Help Desk
Professional, Certified Experts Supporting Your Business
As your business grew, maybe you handled all of the technology needs. Now that it is bigger and more complex, you want to focus on your business and not on your technology. We can help. Whenever someone in your company needs help with technology, turn over the trouble to us. We will be there for you to answer the calls, fix the problem and get the business back up and running ASAP.
Our certified, Help Desk technicians are here to provide superior customer service and support to your users - freeing you to focus on growing your business. Our first contact resolution is 77% (the industry average is 64%), and seamless integration with our NOC ensures even the most complex issues can be solved.
Smart Sourcing: An Effective, Affordable Alternative
Through extensive investments in process, training and technology, our certified Help Desk technicians provide Level 1 and 2 support to 23,000 end-users. Best of all, you pay a low, fixed monthly fee at a fraction of what it costs to staff and operate an internal help desk – and we’ll absorb daily routine maintenance and troubleshooting, so your employees can focus on important, revenue-producing projects. Our technicians receive regular training, coaching and quality review to continuously sharpen their skills, and they’re backed by a team of professional supervisors and managers to ensure consistency and unmatched service delivery.
By leveraging a caller ID system, we create a seamless experience that becomes a natural extension of your organization. When a user calls, we immediately recognize the caller and display important user and machine configuration data alongside open and recent tickets. This means our technicians can begin solving problems immediately, without wasting time asking for basic customer information.
That’s more than outsourcing - it’s smart-sourcing.
A Seamless Extension of NetTec RMM
NetTec’s Help Desk is a robust extension of our industry-leading remote monitoring and management (RMM) platform, as well as our world-class Network Operations Center (NOC). This means that when a customer calls, we’re often already aware of the problem they’re experiencing – and are actively working to resolve it. Additionally, our Help Desk and NOC technicians share a common ticketing system, enabling both teams to collaborate, tackle complex problems simultaneously, and ensure that all issues are diagnosed and resolved quickly. This integration and communication creates an optimal experience for you.
Help Desk and RMM Service Offerings
- Mobile Device Management (MDM) = $15 per device per month
SMS, email or URL over-the-air (OTA) enrollment. Passcode & encryption enforcement. Email, VPN & Wi-Fi profiles. Device restriction settings. Remote locate, lock & wipe (full & selective). Jailbreak & root detection. Policy updates & changes. Compliance reporting. Email access controls. Corporate directory integration. Certificate management. BYOD privacy settings
- Preferred Server Care = $150 per server per month
Preferred Server Care - Hardware & software audits, LogMeIn Pro, Ticket-based workflow, Ticket escalation with steps to resolution, Patch whitelisting service, multi-vendor anti-virus management, remote restart of services by NOC. plus, full remote problem resolution by NOC, patch deployment by NOC, discounted project services
- Total Desktop Care+ (TDC+) = $25 per desktop per month
Hardware & software audits, performance & preventive maintenance reports, LogMeIn Pro remote control, LogMeIn Pro remote control (End-Client Access), patch whitelisting service, antivirus management, web-based management portal, desktop performance monitoring, administrative scripting, policy management, client communicator with self-help center, anti-virus software, anti-malware software
- TDC+HD Business Hours = $60 per desktop per month
Total Desktop Care+ plus: 8 AM - 6 PM US-based, end-client help desk, personalized answering, Windows, Mac & mobile support, administrative tasks, virus & malware removal, software installations
- TDC+HD After Hours = $54 per desktop per month
Total Desktop Care+ plus: 5 PM - 9 AM US-based, End-Client Help Desk, Personalized Answering, Windows, Mac & Mobile Support, Administrative Tasks, Virus & Malware Removal, Software Installations
- TDC+HD 24x7 = $75 per desktop per month
Total Desktop Care+ plus: 24x7 US-based, End-Client Help Desk, Personalized Answering, Windows, Mac & Mobile Support, Administrative Tasks, Virus & Malware Removal, Software Installations
- Hourly project work for devices on RMM subscription = $100
- Hourly project work for devices NOT on RMM subscription = $250
- Help Desk/RMM Setup = $100 per device
- Help Desk/RMM Shutdown = $100 per device