Help DeskHelp Desk Overview What is the goal of this project? Why are you considering a new Help Desk provider? Lack of resources Hours of coverage Service augmentation Cost savings Faster time to market Opex vs capex (staffing) Focus on value-add services Replace current MSP Other Why are you considering a new Help Desk provider? (Other) Which services are you looking for? End User Help Desk Managed IT Services OtherEnd user help desk is the main product this assessment covers. However, it may be paired with managed services for IT infrastructure such as servers, storage, or network.Which assets do you need managed? Hardware Operating System Application Public Cloud Security Network Backup PBX Other Which assets do you need managed? (Other) Which services are you looking for? (Other) OPTIONAL - Feel free to complete the Managed Services assessment to provide more detail about your requirements.Compliance Standards Required SSAE 18 HIPAA PCI FISMA FedRAMP SOX GLBA ISO 27001 Other Compliance Standards Required (Other) Details # End Users supported # Offices supported Desired Support Model Onsite Remote Mix of bothRemote support is typical when it comes to end user help desk.Desired SLA for Onsite Response 4 hours Next business day Other Desired SLA for Onsite Response (Other) Desired Support Coverage 8x5 M-F 24/7/365 Other Desired Support Coverage (Other) Estimated # Tickets/Month Please provide a rough % breakdown of tickets by type. Tickets may come in via phone, email, chat, web portal, etc.Language Requirements English Spanish Other Language Requirements (Other) Current SupportHow is support provided today? Internal team Outsourced (US) Outsourced (offshore) Other How is support provided today? (Other) Current Help Desk Provider OPTIONAL - if you are willing to share. # Current Agents What are the top three issues or challenges you would like to improve on? Which Software Products are in use today? ITSM / Ticketing Call Center None Other ITSM Software Call Center Software Other Software Supported SystemsWhich areas does your help desk need to support? Mobile Devices Network (VPN, Internet) Operating System Email Productivity Software Internet Browser Antivirus Hardware (Laptop, Printer, VDI) OtherMobile Devices Android Apple Microsoft Samsung Other Mobile Devices (Other) Operating System Windows Mac Chromebook Other Operating System (Other) Email Platform Microsoft Exchange Gmail IBM/Lotus Notes Other Email Platform (Other) Productivity Software Microsoft Office G Suite Apple iWork Other Productivity Software (Other) Hardware Support Laptops & Desktops Virtual Desktops (VDI) Printers Other Hardware Support (Other) Please describe any additional services the help desk must support. These could include proprietary applications, non-standard devices, etc. Please list any common complaints or issues from end users. Helpful Info What is your expected "Go Live" date for this project? Budget (per month) OPTIONAL - Feel free to attach supporting documentation. This could be a list of applications, a sample report, target KPIs, etc. Drop a file here or click to upload Choose FileMaximum file size: 52.43MBAdministration First Name (Client) * Last Name * Title Email Address * Phone Number * Company * # Employees HQ Address Address Line 2 City * Country USA Canada UK State * AlabamaAlaskaArizonaArkansasCaliforniaColoradoConnecticutDelawareDistrict of ColumbiaFloridaGeorgiaHawaiiIdahoIllinoisIndianaIowaKansasKentuckyLouisianaMaineMarylandMassachusettsMichiganMinnesotaMississippiMissouriMontanaNebraskaNevadaNew HampshireNew JerseyNew MexicoNew YorkNorth CarolinaNorth DakotaOhioOklahomaOregonPennsylvaniaRhode IslandSouth CarolinaSouth DakotaTennesseeTexasUtahVermontVirginiaWashingtonWest VirginiaWisconsinWyoming Province/Territory * AlbertaBritish ColumbiaManitobaNew BrunswickNewfoundland & LabradorNorthwest TerritoriesNova ScotiaNunavutOntarioPrince Edward IslandQuebecSaskatchewanYukon Postal Code Trusted Advisor / Account Manager * TA/AM Email Address * TA/AM Phone Number * If you are human, leave this field blank. Submit
