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SUPPORT 24 Hours/Day • 7 Days/Week • 365 Days/Year HELPDESK Convenient technical and help desk services Responsive inbound customer service Dedicated or shared NOC Complete solution including fulfillment and RMA processing Reactive escalation management protocols INDUSTRIES SUPPORTED • Technology • Retail • Wholesale • Distribution • Service • Healthcare • Financial services • Branch offices • Manufacturing • & more YOUR ADVANTAGE • Receive support from highly trained, certified staff • Gain expert assistance from tenured engineers and help desk personnel • Benefit from diligently documented help desk processes • Enhance agility with a flexible service that adapts to changing priorities and business needs • Obtain service through convenient toll-free or local numbers • Support via phone, email & web ticket • Access to convenient help desk software and a shared network operations center (NOC) • Versatile solution with capabilities such as CRM and ticket tracking • Benefit from multiple support levels: triage and levels 1, 2, & 3 • Utilize a responsive escalation process that includes a primary point of contact • Guaranteed Service Level Agreement (SLA) and quality control THE MATRIX DIFFERENCE Matrix provides world-class support of customer business requirements with processes honed through 16 years of experience in IT virtualization, outsourcing, and transformation. We combine best practices in customer service with attentive focus on enabling next generation business operations. The Matrix Helpdesk solution provides growing businesses with customized employee end-user support from responsive, skilled analysts based in the USA. OUR SERVICE Matrix manages your users’ access to critical business functions and systems, allowing your IT department to tackle what is most important: your business. With our white glove approach to service, our customers receive dedicated project management—from discovery through on-boarding—and world-class domestic help desk services. SSAE 16 Certification Matrix has complied with and been audited to the Statement on Standards for Attestation Engagements (SSAE) No. 16, Reporting on Controls at a Service Organization, and was finalized by the Auditing Standards Board of the American Institute of Certified Public Accountants (AICPA). SSAE 16 effectively replaces SAS 70 as the authoritative guidance for reporting on service organizations. SSAE 16 was formally issued in April 2010 with an effective date of June 15, 2011. You can order a copy of SSAE 16 from the AICPA’s online store at http://www.cpa2biz.com – publication number 023035. - Helpdesk - 1074 Pinnacle Point Drive, Suite 100 | Columbia, SC 29223 Toll Free: 877-255-4221 | Fax: 866-550-6573 | [email protected]
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Jun 24, 2020

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Page 1: Helpdesk - Matrix-IBSmatrix-ibs.com › wp-content › ... › Matrix-Help-Desk-as-a-Service-Overv… · HELPDESK • Convenient technical and help desk services • Responsive inbound

SUPPORT24 Hours/Day • 7 Days/Week • 365 Days/Year

HELPDESK

• Convenient technical and help desk services

• Responsive inbound customer service

• Dedicated or shared NOC

• Complete solution including fulfillment and RMA processing

• Reactive escalation management protocols

INDUSTRIES SUPPORTED

• Technology

• Retail

• Wholesale

• Distribution

• Service

• Healthcare

• Financial services

• Branch offices

• Manufacturing

• & more

YOUR ADVANTAGE

• Receive support from highly trained, certified staff

• Gain expert assistance from tenured engineers and help desk personnel

• Benefit from diligently documented help desk processes

• Enhance agility with a flexible service that adapts to changing priorities and business needs

• Obtain service through convenient toll-free or local numbers

• Support via phone, email & web ticket

• Access to convenient help desk software and a shared network operations center (NOC)

• Versatile solution with capabilities such as CRM and ticket tracking

• Benefit from multiple support levels: triage and levels 1, 2, & 3

• Utilize a responsive escalation process that includes a primary point of contact

• Guaranteed Service Level Agreement (SLA) and quality control

THE MATRIX DIFFERENCEMatrix provides world-class support of customer business requirements with processes honed through 16 years of experience in IT virtualization, outsourcing, and transformation. We combine best practices in customer service with attentive focus on enabling next generation business operations.

The Matrix Helpdesk solution provides growing businesses with customized employee end-user support from responsive, skilled analysts based in the USA.

OUR SERVICEMatrix manages your users’ access to critical business functions and systems, allowing your IT department to tackle what is most important: your business. With our white glove approach to service, our customers receive dedicated project management—from discovery through on-boarding—and world-class domestic help desk services.

SSAE 16 Certification

Matrix has complied with and been audited to the Statement on Standards for Attestation Engagements (SSAE) No. 16, Reporting on Controls at a Service Organization, and was finalized by the Auditing Standards Board of the American Institute of Certified Public Accountants (AICPA). SSAE 16 effectively replaces SAS 70 as the authoritative guidance for reporting on service organizations. SSAE 16 was formally issued in April 2010 with an effective date of June 15, 2011. You can order a copy of SSAE 16 from the AICPA’s online store at http://www.cpa2biz.com – publication number 023035.

- Helpdesk -

1074 Pinnacle Point Drive, Suite 100 | Columbia, SC 29223 Toll Free: 877-255-4221 | Fax: 866-550-6573 | [email protected]

Page 2: Helpdesk - Matrix-IBSmatrix-ibs.com › wp-content › ... › Matrix-Help-Desk-as-a-Service-Overv… · HELPDESK • Convenient technical and help desk services • Responsive inbound

Matrix is a premier data center and IT resource company offering customized solutions for growth, integration and technology for the large and mid-sized business markets. Matrix’s solutions allow companies to be strategic with their IT, and allow Matrix to take on all the tactical elements. For more than 16 years, Matrix has fine-tuned core competencies and best practices to support customers with a white glove level of service.

Matrix allows businesses to:

• Reduce facility expenses by enabling telecommuting.

• Reduce labor costs through secure, productive outsourcing.

• Rapidly deploy branch offices through our instant scalability.

• Minimize down-time with solutions for business continuity.

• Manage regulatory compliance and gain peace of mind.

• Enable and manage mobile workforces effectively.

We help business information systems become more reliable, secure, and affordable.

We Give You Secure Access

To Your System From

Anywhere On Most Devices

Celebrating 16 years with our heads in “The Cloud”!

www.matrix-ibs.com1074 Pinnacle Point Drive, Suite 100 | Columbia, SC 29223 Toll Free: 877-255-4221 | Fax: 866-550-6573 | [email protected]

• Citrix XenApp• Citrix XenDesktop• Hybrid

• Exchange• Servers• Desktop• LAN/WAN• DR• Wired Line

• Monitoring Legacy Systems

• Remote Backup

• Managed Wi-Fi

• Private/Public• Hybrid• SAN Storage• Windows/

Linux• Citrix

XenServer

• VMware Support

• Hyper-V• Firewall/

Routers/Switches

• Wireless

• Matrix-Staffed• 24/7/365 Phone Support• Domestic Live Answer• HDaaS• HD Software

• MDM• Helpdesk• Provisioning• BYOD/COPE

DaaS

ITaaS

IaaS

HDaaS

MDM

SERVICES AND SOLUTIONS