The Trusted IT Partner for Growing Business
- Optimized Productivity.
- Managed Risk.
- Predictable Costs.
- Measurable Value.
Managed Help Desk
With Roan Solutions’ Managed Help Desk IT support service, reliable tech support is only a phone call away. Our Help Desk hotline serves as a single contact point for all your IT support inquiries including hardware and software troubleshooting, network support, PC and laptop support and remote network access. Help Desk support is available 8am-10pm EST, Monday through Friday, with optional (at no extra charge) 24/7 and weekend coverage.
Our comprehensive Managed Help Desk service provides your company with:
- Access to qualified technical support 24/7, if needed;
- Certified engineers with a wide range of experience and knowledge;
- Call logging, tracking and reporting that can be used to develop current
user profiles and histories; - Tech support for every user included in a fixed, monthly service fee.
Remote Tech Support = Faster Service
Our Live Help Service Desk is staffed with highly-trained engineers with years of experience supporting end-users on server, desktop and network level issues. To resolve problems quickly, Help Desk services are delivered using a combination of phone and state-of the-art remote control tools. Calls are logged in a centralized database to guarantee accountability, work prioritization, and a record of the resolution. Every remote control session is logged and a screen shot of the session is captured to ensure complete client satisfaction and accountability.
By using the best secure remote control applications available, Help Desk staff can simultaneously access a workstation or server to resolve issues, monitor status and troubleshoot problems allowing your staff to return to work as soon as possible.
Tech Support for Desktop and Wireless Applications
Our Help Desk engineers are trained to support all of the essential business software, including those listed below. In addition, any third party and custom business applications are handled on a best effort basis and specialists are consulted as needed.
| Desktop Publishing | Graphics |
| Adobe Acrobat and Reader for PC | Microsoft FrontPage |
| Adobe Photoshop for PC | Microsoft Powerpoint 2000/XP/2003 |
| Microsoft Visio | |
| Office Suites | Browsers |
| Microsoft Office 95/97/2000/XP/2003 | Internet Explorer 5.0 and above |
| Anti-Virus | |
| Microsoft Outlook 2000/XP/2003 | McAfee Anti-Virus |
| Microsoft Outlook Express | Norton Anti-Virus |
| Word Processing | Database |
| Microsoft Word 95/97/2000/XP/2003 | Microsoft Access 2000/XP/2003 |
| SQL Backup and Restore | |
| Domain | PC and Network |
| User account reset and creation | Network connectivity |
| Network Share Rights and creation | General PC hardware diagnosis |
| Printers, drivers, and queues | |
| Database Connectivity | |
| ODBC Connections | |
| Desktop Operating Systems | Wireless |
| Microsoft Windows XP | Wireless 802.11 Connectivity |
| Microsoft Windows 2000 | PDA’s – Palm OS and Windows OS |
| Microsoft Windows NT | Blackberry |
| Microsoft Active Sync | |
New User Computer Training
Our Engineers are available to deploy new technologies and provide any new user computer training required to bring your staff up to speed quickly.
Contact Roan Solutions for more information on our Managed Desktop tech support services. Call 1.877.774.4647.