SPOT Managed Help Desk
It’s challenging for Dallas/Fort Worth mid-sized businesses and organizations’ IT departments to keep up with demands of matching IT services with business goals. An IT department has to perform many roles – end user support, IT infrastructure implementation and support, telecommunications implementation and support, application selection and deployment, cloud services selection and deployment, to name just a few.
These IT departments struggle with meeting the demands of end users while also satisfying the desires of Executive Management to transform the business through IT. End user support is a very different type of IT compared to transforming the business through IT. Many IT departments struggle with the volume of end user support requests, staffing appropriately for after-hours support needs, and reporting the required metrics of end user support.
That’s where SPOT Managed Help Desk Services comes in. SPOT Managed Help Desk Services is a complete IT remote Help Desk Outsourcing solution that a fully outsourced Help Desk, allowing the IT department to stay focused on transforming the business through IT.
Making End User Easier
SPOT Managed Help Desk Services is your fully outsourced Help Desk. We take on end user support for your business or organization, and allow your IT to stay focused on doing what you they do best – IT infrastructure implementation and support, telecommunications implementation and support, application selection and deployment, cloud services selection and deployment, and other IT implementations that help transform your business. Our fixed price, “All You Can Eat” Help Desk services ensure that all of your Help Desk support needs are covered, and you’ll know exactly how much it costs each month.
Our Fulcrum – People, Processes, & Technology
At The Fulcrum Group, we recognize that when it comes to IT Help Desk support, it is important that we have a great team of people, reliable, documented structured processes, and the business and technology tools needed to best manage our own offerings. Many of our competitors have proven weak in one or more of these areas. They might have great people, but struggle with standardized processes or lack the business and technical tools to efficiently run their own businesses.
The Fulcrum Group customizes our SPOT Managed Help Desk Services agreement to the needs and requirements of each client. We provide more than just Help Desk support – we also provide reporting on key metrics such as SLAs met and end user satisfaction with our service, ensuring that end user IT support. You can supplement your SPOT Managed Help Desk Services agreement with other Fulcrum Group services such as IT Project Management, IT implementation, IT assessments, and more.
We believe that consistency in execution is key to The Fulcrum Group’s ability to provide excellent customer service across our entire customer base. We compile complete System Documentation for each customer, utilize Best Practices from our vendor partners, document “Lessons Learned” from completed projects, standardize our customers’ networks, and use our Quarterly Business Review process to ensure that IT is consistently aligned with your business goals.
The Fulcrum Group has invested time, money, and resources into implementing business and technical tools to help manage our customers’ networks. Our SPOT Network Monitoring platform allows us to proactively monitor and report on our customers’ networks. Our trouble ticketing system with Service Level Agreement ensures that all service requests are handled in a timely fashion. And our SPOT Network Monitoring system works hand in hand with our trouble ticketing system, automatically generating tickets when systems are down or when other issues occur. These integrated systems ensure that The Fulcrum Group is proactively managing and monitoring your IT environment.
What’s In It For You?
Flat Rate Help Desk Support
SPOT Managed Help Desk Services is fixed fee pricing, per user per month, providing a predictable IT Help Desk budget. It includes unlimited remote help desk support, along with proactive monitoring, automated ticket generation and escalation. Monthly reporting showing metrics for Service Level Agreements met and end user satisfaction is included as well. All for one fixed monthly cost.
SPOT Network Monitoring runs 24×7 and provides immediate alerting and real time reporting and trending. Our Quarterly Business Reviews ensures that IT consistently matches your business goals. Our goal is to be PROACTIVE, not reactive, when it comes to your Help Desk support. Insuring maximum efficiency for end users.