Helpdesk Services

EPCOM believes in providing immediate, helpful IT support. This minimizes frustration and gets your employees back to day-to-day business as quick as possible. Each EPCOM customer receives a dedicated team of customer care agents familiar with their network computing environment as well as their individual end user profiles.

With EPCOM SysAid™ serving as your IT helpdesk, you can expect:
  • Calls answered by desktop engineers, not a dispatch service
  • A fixed monthly rate, regardless of call volume
  • Improved IT service and repair time through remote diagnostics and repair
  • Access to subject matter experts
  • Satisfaction guaranteed

Every EPCOM supported computer is equipped with remote management capabilities, a standard practice for Fortune 500 companies. "Remoting into" the computer to address issues significantly speeds repair time, since the customer care agent doesn't have to walk you through the diagnostics process.

And, for "how to" issues, the remote capability lets the user see the steps an agent is taking and makes it easier to pick up a new skill.

EPCOM's customer care personnel are highly trained desktop engineers who would generally be considered Level 2 support agents. Most are certified in Microsoft® or Cisco® technologies. This means the very first person you talk to will likely be able to resolve your issue. And if not, subject matter experts are standing by.

Remote Support Center

Our Remote Support Center is a unique remote issue resolution resource utilizing a multi tiered-support structure, state-of-the-art remote management tools, and a highly experienced, dedicated team of IT specialists. Your team of dedicated remote support engineers become familiar with both your infrastructure and your end-users to create an experience that is second to none.

Your Issue Is Immediately Directed To A Specific Expert

With EPCOM's unique three-tiered support, all issues are initially assessed by incident management team, and are rapidly directed to the proper tier for immediate action.

Tier 1 - End User Support

  1. Spyware / Virus
  2. Common Workstation Applications
  3. Mobile device issues
  4. Workstation Disk Cleanup & Error Resolution
  5. Printer Issues

 

Tier 2 - Network and Server Support

  1. Exchange
  2. Routers and Firewalls
  3. Backups
  4. Network Infrastructure
  5. Domain Controllers
  6. Remote Access
  7. Mobile Devices

 

Tier 3 - Specialist Support

  1. Linux / Unix
  2. Cisco
  3. Blackberry
  4. Goodlink
  5. UPS/Power Issues
  6. Server Down or Disk Error
  7. Advanced Networking Infrastructure
  8. Advanced Microsoft

 

Here is how the our Techs work.