Managed Helpdesk Services (MHS)

IT Helpdesk is important to business internally and externally. Our Managed Helpdesk Services provide your users a single point of contact for all IT-related requests. We provide one-stop Managed IT services to help clients troubleshoot and ensure 24 x 7 x 365 IT support and availability, as well as assist our IT clients in dealing with their customers. Our IT service management approach follows closely to industry recognized Information Technology Infrastructure Library (ITIL) best practices.

With our service desk, your users access support in the most efficient way possible, to get them back to work as quickly as possible. Contact options include phone, email, chat or access to self-service tools through our comprehensive portal. The IT service desk will help you reduce cost by driving towards improving productivity. We offer ways to take full advantage of all contact options and the self-service features. From high touch phone support to efficient new ways for users to get help. ZLINK lets you drive overall cost savings to new levels.

As ZLINK customers, you will be invited to work directly with our agent to tailor specific trainings in accordance with your policies and standards – your customers will never know the difference.

Technical support

Our helpdesk agents have the talent and knowledge to help users with all IT issues and requests. All our agents receive comprehensive and ongoing refresher trainings. Their ongoing training, access to highly qualified knowledge and industry-leading tools let them resolve issues quickly and get users back to work. Skilled agents and self-service capabilities offer users expert assistance in using supported off-the-shelf software and common IT devices. We can also support custom applications using scripts and answers you provide. In addition, agents can remotely access the user's desktop to investigate or resolve incidents as if they were sitting together.

The 24 x 7 x 365 managed IT services team has the facilities which allow the technical team to provide continuous monitoring and management services.

Service request processing

When users need to purchase, install, move, add, change or de-install (IMACD) hardware or software, they can turn to the ZLINK Managed Service Desk. As their single point of contact, we initiate the process on their behalf whether the request comes in through an automated process or agent assisted channel. There's only one contact to make. And the user can instantly find the approval and fulfilment status of their request.IT professional services can be rendered remotely via our service desk or on premise.

Multiple contact channels

Users can access quality IT professional servicessupport through many channels. Agents assist them on the phone, using chat, and even when incidents or questions are submitted through email or via the web. Our expert assistance is always available and users can always find a way that best fits their schedule and personal preferences.

Self-service tools

Service Desk provides a comprehensive set of user-accessible tools to help them get the answer they need as quickly as possible. While self-service is not appropriate for all incidents, it provides users the opportunity to answer many of their own questions without involving an agent.

With ZLINK managed IT services and on-premise IT professional services, and following IT service management best practices, our clients can stay focus in growing their businesses.