Helpdesk Services

MBS brings together business experience and IT expertise to ensure production environments stay functional and available to meet daily business needs. MBS follows the principals of ITIL Service Management best practice framework in the day to day delivery of IT services. Services and resource models are established to meet a defined service level agreement (SLA). The key objectives for MBS Support and Delivery are:

  • To align the IT services with the current and future needs of the business and its customers
  • To improve the quality of the IT services delivered
  • To reduce the long-term cost of service provision
  • To ensure consistent service support and delivery for IT users regardless of complexity

MBS IT Helpdesk Services include a multi-tiered model (Tier 1, Tier 2, and Tier 3) spanning multiple processes and technologies including but not limited to the following:

  • Service Desk Management:
  • First point of contact
  • Incident management
  • Service requests
  • Event management
  • Customer Response
  • Communications
  • Knowledge management 
  • Process improvements

Desktop Support:

  • PC Image creation and management
  • Desktop deployment and hardware management 
  • Desktop software installation and support
  • Desktop hardware upgrades and support
  • Printer/scanner installation and support
  • Develop and maintain self-help solutions
  • Remote desktop support
  • Desk side support
  • Virus and malware removal