Help Desk Services for Lotus Notes, Domino installations

Context: Notes, Domino Offshore/Outsourcing > Outsourced Helpdesk Services

Maarga offers Remote Helpdesk services to support organizations with limited, stretched system admin services. To meet your organization's IT objectives, we will work closely with your IT team to customize our support services and SLAs. You can free up your key IT people from helpdesk tasks, and let us handle the diagnosing and fixing of problems faced by users. We will set up a help desk that is easily accessible over email, the internet, phone or even your organization's phone system. Our support team will file regular reports with you with details about calls received, key concern areas, processes that can be improved, service levels maintained etc. We can set up a dedicated infrastructure to provide end user support using Sametime, XP's Remote Assistance or using secure Remote Control software like Famtech's Radmin.

Our helpdesk personnel perform the following services:

• Coordinate Help Desk operations and recordkeeping; monitor call volume, work flow, and status of outstanding issues; perform follow-up as needed to ensure completion of service calls, resolution of problems, and customer satisfaction with service; identify problem trends, user needs, and training needs based on volume of calls.
  
  
• Respond to telephone calls, pages, and e-mail messages to Help Desk regarding computer problems; prioritize service requests; respond to routine questions, complaints, or requests for service; provide assistance to callers when possible; refer more complex situations to second level support; review Lotus documentation as needed to research problems or provide instructions to users.
  
  
• Provide technical assistance to users via telephone, or via e-mail or via one of the Remote Assistance tools.
  
  
• Escalate more complex situations to second-tier problem resolution staff when necessary
  
  

Specifically, your users can get the following types of help from our helpdesk personnel:

• How can I access my Lotus Notes mailbox off-site?
  
  
• Help with printing Lotus Notes documents
  
  
• Help when the Notes client crashes (QNC)
  
  
• Help with changing Notes password?
  
  
• Uses of Lotus Notes?
  
  
• Help with using the appropriate ID file to log in
  
  
• Certification and Cross Certification issues
  
  
• Help with setting out of office and other agents
  
  
• Compacting mail boxes, and archiving old files
  
  
• Requesting new Lotus Notes account
  
  
• Help with sharing Lotus Notes Calendar
  
  
• Help with Replication