On24™ Service Desk
Insource's on24™ Service Desk is the heart of our Managed IT Support solution. It's the key to giving you 24x7x365 trouble-free IT.

The on24™ Service Desk is the overall support infrastructure that enables us to give you trouble-free IT. It includes tools, procedures, processes, and organization focused on reacting to and resolving user issues and problems as well as systems issues, management, and administration. Insource has invested in an industry leading application for Service Desk operations and uses best practices and extensive in-house experience to develop detailed procedures for network operations, problem escalations, end-user support, and metrics reporting.

Help Desk and Incident Management
The Insource Help Desk is the actual process of providing end user support which may include either remote or onsite assistance. Insource uses a tiered approach (i.e. Level I, II and III) in which Help Desk requests are catalogued, prioritized, assigned and escalated based upon the difficulty and criticality of the problem. These parameters are established for each client based upon their business rules and needs.

Our Help Desk Incident reporting software features: Automatic, intelligent routing; Auto-escalation and notification; and Real-time reporting. This follows industry best practices and meets regulatory requirements.

24x7x365 Network Monitoring
The automated 24x7x365 network monitoring service contains an industry leading network monitoring application that gives the Service Desk complete visibility into the network in order to measure performance and to detect issues early on. Features include: Reliable monitoring; Full IP monitoring; Alerting; and Notifications.

Remote Desktop Control
The Insource Help Desk utilizes two methods of remote control to connect and share the user's desktop. These products make it possible to view and fully-interact with one computer from any other computer or mobile device anywhere on the Internet. They are also platform independent, allowing remote control between different types of computers.

Complete Desktop Protection
Insource uses a best of breed approach for security. This philosophy starts with the on24 appliance that we locate at each client site. It contains software to protect computers from viruses, worms and spyware along with managing and deploying Microsoft security patches. The protection program also includes processes for scheduling routine computer maintenance such as cleaning up temporary Internet files and defragmenting the local hard drives.

Summary of Insource's Service Desk activities:

• User Access-New accounts, disable accounts, password resets, account lockouts, VPN access
  
• Email Admin: Spam filtering, new account setup, Exchange maintenance, email policies
  
• LAN/WAN: Firewall, router and switch configurations, printer queues & setup, VLANS
  
• Security: Antivirus, password policies, user access rights, GPO's, regular audits
  
• Sys Admin: Active Directory, SQL databases, Application upgrades, patch management
  
• Change Control: Document any changes to system hardware and software
  
• Backup/Restore: Establish backup policies, perform backups, test, restore needed files
  
• Office Support: Support all aspects of Microsoft Office; e.g. Word, Excel, Outlook
  
• Onsite Support: Perform regularly scheduled onsite maintenance, Level 3 support as needed
  
• Asset Management: Accurate inventory, warranty tracking, license compliance
  

For more information about Managed IT Services, watch this informative three-minute movie or please contact Steve Miller at 281.774.4002 or by email at steve.miller@insource.com