Live Expert Help Desk + NOC
What it is?
Toshiba Tec Canada Business Solutions Inc. (TTCS) Live Expert enables IT teams to deliver 24×7 NOC and Help Desk services via RMM, phone, chat and PSA level access to our North American based Outsourced team.
You can leverage our outsourced team to monitor and manage all network infrastructure and devices powering the productivity of your users.
On the help desk, your users work directly with TTCS’ senior-level, highly certified technicians from the start, eliminating the need for time-consuming internal escalations that drag your business down. For a more detailed view on TTCS Help Desk and NOC Outsourcing proposition.
At TTCS, we not only handle the immediate issue but take the time to train your users on how to avoid similar problems in the future. On average our Live Experts hold 13+ certifications each, with the most senior holding over 65!
NOC Responsibilities: Workflow + Services
With the TTCS NOC on your side, you immediately gain access to deep networking expertise. Our standard is to cover all monitoring and management tasks associated with Windows environments, however TTCS’ expertise reaches far beyond this. Our goal is to fill the gaps within your team.
NOC Triage
A ticket is created from your RMM (or TTCS Monitoring Tools) or even a call to the help desk. The ticket is then reviewed, and an on-demand audit of the issue is completed. The ticket is updated to include detailed documentation of our teams findings and is escalated to the appropriate party with an assigned priority level.
Full Remediation & Proactive Management
With complete NOC services from TTCS you get a team of highly skilled Engineers monitoring and managing a completely customized scope of work that is determined throughout our onboarding process. We start with a deep discovery phase of your client’s network using our Enterprise grade toolset that compliments your existing RMM infrastructure and continually monitor and track all major device indicators. TTCS has the expertise and technology required to help you monitor and manage every aspect of your client’s environments. Whether it is on-demand or proactive root cause analysis, patching or trend identification we can cover it all.
NOC KPI SUMMARY
- NOC Service Availability 99%
- Critical Alert: Immediate Analysis. Work Begins within 15 minutes: 95%
- Critical Alert: Problem Escalation. 10 minutes for Critical Hardware, 30 minutes for Critical Applications: 95%
- Major Business Impact Alert: Problem Analysis within 15 minutes: 95%
FAST FACTS
- 100% North American Techs
- In Business 20+ Years
- 130+ Employees w/ Tech Pods.
- HIPAA + GDPR + PCI Compliant
- 500k + tickets handled annually!
KEY SERVICE DESK KPIs
- Avg. Phone Live Answer sub 90 sec.
- Avg. Live Chat Greeting sub 30 sec.
- Avg. Ticket Response sub 1 hr.
