When managing your IT needs, you no longer need to weight quality versus affordability when evaluating a Help Desk Solution for your organization. Aurora’s solution eliminates the need to invest in costly in-house infrastructure and staffing. An Enterprise level 24/7 Help Desk solution, simple to implement and cost effective. Assuring you of greater efficiencies, uptime and free up much needed resources to allow you to focus on growing your business. Leveraging over 20 years of experience, this help desk solution currently supports environments of 5 end users to well over 20,000 end user.

Our technicians are highly qualified, trained and certified on a wide variety of popular software and hardware. We provide telephone support for designated end users, enabling support personnel to shadow client workstations providing instant support just as if we were there in person. US based, Customer friendly this competent service team will use industry leading processes and procedures, to rapidly resolve the most complex of issues, reducing down time, increasing productivity and profits.

Additional features available at no extra cost:

Reporting:
This service includes call queue statistics, problem queue statistics, 1st call resolution and more. Reporting is provided via an eportal.

Knowledge Base:
Solution Center will maintain a client specific knowledge base which will enhance our ability to provide value by resolving more calls at first point of contact.

Quality Assured:
Phone calls are randomly recorded and monitored by a trained quality-assurance team.

Administration Help Desk Service

Support Center administrative Help Desk support with a standard 30-minute telephone response time for designated client IT Administrators. Support includes server hardware, network operating system, and server network communication. Each Network Operating System (NOS) requires a separate support service agreement. The customer will receive incident management with all of the core application vendors. If the Support Center can’t resolve the problem, their certified technicians will open a service call with Microsoft, Novell, Citrix and other core vendors.