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Virtual Service Desk

Having a live help desk provide end-users with immediate support is a key component needed to deliver a managed service. While a large number of IT service providers perform this function in-house, there are those who do not consider this as a core competency or do not have the right operational skills to run a live help desk service on a fixed fee basis.

Zenith provides a live help desk service from its Service Desk in Pittsburgh, PA. The Service Desk is staffed with experienced Level 1 and Level 2 technicians who have 2+ years of work experiencing supporting end-users on server, desktop and network level issues. This service is delivered using a combination of phone and remote control tools that are a part of the SAAZ software. A flat fee per desktop per month is charged for this Service Desk service.

Hours of Operation

The Service Desk services are available between the hours of 8:00am and 10:00pm, Monday through Friday.

After Hour Support

After hours support can be provided by the Service Desk for the purpose of handling critical desktop issues needing immediate attention. Calls after 10:00pm and before 8:00am Monday through Friday, as well as the weekends, will be forwarded to an answering service. A live person will answer the call, take down the client's information, and then contact the on-call technician via phone and email. The technician has a fifteen minute turnaround to return the client's call.

Note: The Service Desk is not staffed 24x7. This means that tickets assigned to the Service Desk over the weekend will not be acknowledged until Monday. It also means that the Service Desk will be unavailable during major US holidays. The holiday schedule is available for download on the Partner Support Site.

Software and Services Covered by the Service Desk

Desktop Operating Systems

 

Office Suites

Microsoft Windows 2000
Microsoft Windows XP
Microsoft Windows Vista

 

Microsoft Office 2000/XP/2003/2007 (*includes Word, Excel, Powerpoint, Access)

 

 

 

Email Clients

 

Browsers

Microsoft Outlook 2000/XP/2003/2007
Microsoft Outlook Express
Lotus Notes 5 and above

 

Internet Explorer 5 and above
Mozilla Firefox

 

 

 

Common Applications including, but not limited to

 

PC and Network

Adobe Acrobat and Reader 6 and up
Microsoft Visio 2000/XP/2003/2007

 

Network connectivity
General PC hardware diagnosis
Printers, drivers, and queues
Database connectivity
ODBC connections

 

 

 

Synchronization of handheld devices including, but not limited to

 

Terminal Services

Palm
Windows Mobile
Blackberry

 

Printer setup and troubleshooting

 

 

 

Administrative Tasks

 

Data Backup and Restore

Create user accounts and groups
Create mailboxes and distribution lists
Reset passwords
Unlock domain accounts
File/Folder permissions

 

Veritas Backup Exec 8.0 and up

 

 

 


Third Party Software

All third party software will be supported on a best effort basis.

Outside the scope of the Service Desk

The Service Desk will not support the following items including, but not limited to:

  • PC setups and configurations
  • Software installations
  • Handheld device setup and configuration
  • Hardware related issues
    • PC failure
    • Hard drive failure
    • Memory failure
    • Power supply failure
    • Printer failure
    • Mouse failure
    • Keyboard failure
    • Monitor failure
  • ISP outage (e.g. AT&T, Verizon, Comcast, Southwest Bell, etc.)



"I want to say how pleased I have been with both the responsiveness of the Help Desk as well as the Quality of support/knowledge. Beyond just “Proficient”, these guys are simply amazing and I try to tell them as often as I can how much I appreciate them, which is still not enough."

David J. Christman
eWork Force Tech