Case Study: IT Help Desk Services – Enterprise Network Support Solution
The Client
A commercial and residential real estate holding company
The Business Challenge
As is the case with many small-to-medium sized companies, this client did not have a dedicated Technology Department. Instead, they relied on their Chief Financial Officer and his tech-savvy Financial Analyst to support their network and satellite computers. As the company and systems grew, the Financial Analyst spent more time on technology and less on finances, a situation the CFO ultimately recognized as untenable.
The Solution
At this point, our client was prepared to hire either a part-time technical person (3 days a week), or bring in Links Technology to provide full-time help desk support. The decision was easy. Part-time help would have been a part-time solution, while the Links' Help Desk Support Center provided full-time support... At a lower cost!
The Links' Help Desk team visited every client location. Every computer was tested, and loaded with Links' Help Desk Internet Support Software. A complete inventory of all hardware and software was completed, and a full report of all equipment and software recommendations was prepared.
Today, Links supports the entire IT infrastructure (14 locations, 50 computers). Average response time to calls is 10 minutes. Ninety percent of all problems are solved using the Links' Internet Support Solution, which gives the Links' Help Desk technician Internet access to the user's computer. Where Internet access isn't available, many problems can be solved by our carefully trained and highly articulate technicians who still have access to the Links' extensive database which contains details of the caller's computer. Links' technicians also go to a client's site when necessary.
Links understands that keeping the user up and running is of paramount importance to our customers. The Links' Help Desk Solution becomes an entire IT department for our customers, for less than the cost of a single employee.
Our client chose not to hire a single part-time IT support technician to help them with their IT needs...they hired an entire company...Links Technology Solutions, Inc.