Harris Corporation can provide 24-7 Help Desk Support for product lines where such support is appropriate. Help Desk engineers use the innovative Remote System Monitoring application to provide state-of-the-art software maintenance and system troubleshooting for our customers, 24 hours a day, 7 days a week. The Help Desk team supplies site administrators, end users, and technical support personnel with operational support for user-related questions and problems, as well as maintenance support for system problems or equipment failures.
The Help Desk Offers a Proven Record of Total Support Coverage:
Central point of contact for customer support
Initial training or continuous user support
Field or maintenance support
Advanced engineering support
Contact with vendors about data problems
Problem tracking reports for trend analyses
The Help Desk Support team can provide customers with a system designed to preemptively identify and solve user problems through remote capabilities, provide complete user instructions or, if necessary, immediately dispatch a field engineer to quickly identify and fix the source of problems affecting critical equipment or causing system failures.
Remote System Monitoring
With the use of innovative Remote System Monitoring, Help Desk engineers can provide state-of-the-art software maintenance and system troubleshooting to the customer 12 hours a day, 7 days a week, with technical support on-call.
The Remote System Monitoring provides our Help Desk engineers with the ability to identify problems before the customer notices. In addition, this system assists customers with system administration, and field engineers with troubleshooting. Our Help Desk engineers have the ability to see exactly what the user sees, enabling them to save - recreate the problem, as well as locate its source easily and efficiently.
Help Desk Support Features
12-7 Tech Support Site Maintenance, with technical support on-call
Optimal leased or purchased systems
Remote System Support
Remote System Monitoring (SNMP)
Remote dial up for system/network admin
SMS remote control
Depot Supply support
Automated software delivery
On-Line training and documentation
Benefits to Customers
Harris Provides Remote System and Network Support
Customer does not have to employ system/network analysts at each site.
XX sites x 24 hours/day of system analyst time = BIG $
SMS Remote Control and Remote X-Windows
Can provide immediate assistance and diagnostics to remote users
Graphically displays site equipment at Help Desk
Provides remote fault isolation
Constantly monitors health and status
Automatically alerts Help Desk of equipment failures and problems
One Phone Number, One Maintenance Provider
Customer does not get caught between different support organizations
Automated Software Delivery
Can deliver new releases of SW in minutes; user is prompted to initiate the SW installation