Managed IT helpdesk is one of the services offered under our technology support solutions. Our full-service solution will allow you to leverage our extensive experience and expertise in IT support management. Our dedicated team of IT helpdesk technicians will provide 24/7 real time managed IT support service via chat, email, and/or voice. Service management will be in accordance with the Information Technology Infrastructure Library (ITIL) framework which ensures procedures and processes are within best practices and that there is continual improvement and alignment with your requirements. 

The managed IT helpdesk service will focus on the following core components:

• Service Desk. This will serve as the single point of contact for technical  support for all IT incidents, and requests from computer equipment and software troubleshooting, software setup, and installation. The service desk follows the ITIL framework that covers incident, problem, and knowledge management.
• Desktop Support. Our  IT experts will provide 24/7 technical support to ensure computers are able to perform well. They will see to the resolution of basic to complex desktop issues, including hardware (physical components such as the monitor, system unit, keyboard, or mouse) and software operating systems (Windows, Mac, Linux, etc.), email applications, web based tools and applications, and others.

Eastvantage is using the most reliable and well proven tools used in the market in providing quality and efficient IT helpdesk. The following are the tools our IT team has expertise on and will be used depending on which are identified as applicable during project analysis: 

• IT service management tool. A ticketing tool where all IT requests and incidents are raised, supported, and monitored in one platform
  • ServiceNow 
  • Freshservice 

• Cloud Active Directory. A cloud-based identity and access management for computer and applications login
  • Microsoft Azure Active Directory 
  • Office 365

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