MicroAge Help Desk Services

Empower productivity

and a positive

user experience

Standardize your end users’ help desk experience, lower your management overhead, utilize enterprise-grade tools and resources, work with a partner to roadmap technical objectives, understand how your end users operate and reduce the time spent on non-production impacting issue resolution.

After-Hours Triage

  • Ticket intake
  • Basic issue resolution
  • Ticket escalation to your IT team

Desktop and Microsoft 365 Application Support

  • Ticket intake
  • Desktop and Microsoft 365 application support
    • Windows, hardware, M365 apps
    • Basic line of business application support
  • Escalation to appropriate vendors where applicable
  • Escalation to your IT team

Administration as a Service

  • Templated user onboarding
    • User profile creation
    • Workstation provisioning, configuration, assignment, and deployment
    • Basic user orientation
  • Desktop and Microsoft 365 application support
    • Windows, hardware, M365 apps
    • Basic line of business application support
  • Microsoft 365 administration
    • Changes and updates to user profile
  • Secure off-boarding
    • Scheduled termination of access
    • Disable user account
    • Divert access to specified contacts
    • Reallocation of licensing

MicroAge Managed Services Onboarding:

The foundation for a successful long-term relationship is built within the first 45 days of engagement. With proper expectations, access, and collaboration, an efficient, thorough onboarding process leads to a near seamless go-live date.

MicroAge Managed Services Onboarding

  • Establish communication
  • Secure access, discovery, and review
  • Remediation of relevant issues
  • Finalize communication and escalation paths, processes, and procedures
  • Go-live
  • Continuous Realignment

Help Desk Services Standard KPIs:

  • First response
  • Average ticket resolution
  • Ticket handle time
  • Call answered
  • Call back
  • Call abandonment

Level up your
user experience

Keep the focus on innovation while conserving critical IT resources with a flexible support solution that scales with changing business needs.