{"id":2158,"date":"2019-08-10T11:07:53","date_gmt":"2019-08-10T11:07:53","guid":{"rendered":"https:\/\/www.functioneight.com\/hk\/?page_id=2158"},"modified":"2021-08-16T11:51:30","modified_gmt":"2021-08-16T03:51:30","slug":"it-helpdesk","status":"publish","type":"page","link":"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/","title":{"rendered":"IT Helpdesk"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:60px;--awb-padding-bottom:60px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1331.2px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><h2><strong><span style=\"color: #f54112;\">What is IT Helpdesk as a service?\u00a0<\/span>\u00a0<\/strong><\/h2>\n<p><span data-contrast=\"auto\">IT Helpdesk is a service where a centralized team within a company supports users for different kinds of IT issues. Normally this is a remote and \u201cbreak-fix\u201d service.\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<h3><span style=\"color: #f54112;\"><span style=\"text-decoration: underline;\"><b>When is the IT Helpdesk service a good option?<\/b><\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">1. The IT Helpdesk setup is ideal if you have offices in multiple locations globally.\u00a0<\/span><br \/>\n<span data-contrast=\"none\">2. Generally the more users you have, the more\u00a0useful\u00a0the IT Helpdesk service will be for you.<\/span><br \/>\n<span data-contrast=\"none\">3. When you\u00a0want your\u00a0in-house IT resources\u00a0to focus\u00a0their time on\u00a0higher-value tasks.<\/span><br \/>\n<span data-contrast=\"none\">4. When remote support is ideal for your needs.\u00a0\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<h3><span style=\"color: #f54112;\"><b><span style=\"text-decoration: underline;\">Which services can an IT Helpdesk help with?<\/span><\/b><\/span><\/h3>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">24&#215;7 IT Support for user troubleshooting (Email and Phone support). <\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">24&#215;7 Infrastructure monitoring services (for Network, Backup, Firewall, Email etc.).<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Internal simpler administrative duties (not very common,\u00a0but\u00a0it can be arranged).\u00a0\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<h3><span style=\"text-decoration: underline;\"><span style=\"color: #f54112; text-decoration: underline;\"><b>What does 24&#215;7 mean?<\/b><\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">It means that the service runs 24 hours per day, 7 days per week. The 24&#215;7 service is a very efficient and cost-effective way to offer support to your team across multiple offices and time zones (US, Europe and Asia). You and your IT resources will be able to sleep at night knowing that there is a team taking care of urgent IT issues raised by your users globally.\u00a0\u00a0<\/span><\/p>\n<h3><span style=\"text-decoration: underline;\"><span style=\"color: #f54112; text-decoration: underline;\"><b>How does the IT Helpdesk service work?<\/b><\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">This is normally the process a user goes through with the IT Helpdesk service:<\/span><b><span data-contrast=\"none\">\u00a0<\/span><\/b><\/p>\n<p><span data-contrast=\"none\">1. You experience an IT issue.\u00a0<\/span><br \/>\n<span data-contrast=\"none\">2. You need help.\u00a0<\/span><br \/>\n<span data-contrast=\"none\">3. You contact your IT Helpdesk (often via a centralized email or phone number).\u00a0<\/span><br \/>\n<span data-contrast=\"none\">4. You get a quick response (as operators are by their computers at all times).\u00a0<\/span><br \/>\n<span data-contrast=\"none\">5. You get remote help by the IT Helpdesk to troubleshoot and resolve the issue.\u00a0<\/span><br \/>\n<span data-contrast=\"none\">6. The issue is hopefully resolved fast and officially your \u201cticket\u201d is closed.<\/span><span style=\"color: #f54112;\"><strong>\u00a0<\/strong><\/span><\/p>\n<h3><span style=\"color: #f54112;\"><strong><span style=\"text-decoration: underline;\">How often can I contact the IT Helpdesk?<\/span>\u00a0\u00a0<\/strong><\/span><\/h3>\n<p><span data-contrast=\"none\">As often as you need.\u00a0FunctionEight\u00a0offers unlimited remote desktop support per user per month.\u00a0<\/span><span data-contrast=\"none\">A fair-use policy applies.<\/span><\/p>\n<h3><span style=\"color: #f54112;\"><strong><span style=\"text-decoration: underline;\">What is the response time\u00a0I can expect from your\u00a0IT Helpdesk?<\/span>\u00a0\u00a0<\/strong><\/span><\/h3>\n<p><span data-contrast=\"none\">We aim to always reply within 15 minutes of receiving your request.<\/span><\/p>\n<h3><span style=\"text-decoration: underline;\"><span style=\"color: #f54112; text-decoration: underline;\"><b>Can I buy a fixed number of tickets only from your IT Helpdesk?<\/b><\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">Although we are always open to discuss tailored solutions for larger clients, we normally tend to work with the unlimited remote support model. The logic behind is that regardless if a client raises an IT issue or not, we still need our team to be ready for when an issue does come in.\u00a0 \u00a0\u00a0<\/span><\/p>\n<p aria-level=\"4\"><span data-contrast=\"none\">The actual troubleshooting\u00a0and resolution\u00a0time varies very much from case to case.<\/span><i><span data-contrast=\"none\">\u00a0<\/span><\/i><\/p>\n<h3><span style=\"text-decoration: underline;\"><span style=\"color: #f54112; text-decoration: underline;\"><b>What if an IT issue cannot be resolved remotely?<\/b><\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">There will be times where issues cannot be resolved remotely. We therefore always recommend purchasing an onsite support solution alongside the IT Helpdesk service. You can read more about that <a href=\"https:\/\/www.functioneight.com\/hk\/services\/\">here<\/a>.<\/span><\/p>\n<h3><span style=\"color: #f54112;\"><span style=\"text-decoration: underline;\"><b>Can we request a report of the monthly \u201ctickets\u201d our users have generated?<\/b>\u00a0<\/span>\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Yes, you can. We regularly review and analyse past tickets with clients to better understand <\/span><span data-contrast=\"auto\">what the users seem to need extra help with and how we can reduce future support further.\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<h3><span style=\"color: #f54112;\"><span style=\"text-decoration: underline;\"><b>Why should you select\u00a0FunctionEight\u00a0as your IT Helpdesk provider?<\/b><\/span><i>\u00a0<\/i>\u00a0<\/span><\/h3>\n<p><span data-contrast=\"none\">We have\u00a0years of\u00a0experience supporting companies through our IT Helpdesk service\u00a0and can make sure a transition to this way of working becomes smooth for your organisation. Having onboarded many companies onto this model successfully, we also offer support with the non-IT steps internally to convert your team from your existing setup to an external IT Helpdesk setup.<\/span><i><span data-contrast=\"none\">\u00a0<\/span><\/i><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":2083,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-2158","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>IT Helpdesk l Daily IT Problems Solutions l FunctionEight<\/title>\n<meta name=\"description\" content=\"For our IT Help Desk we offer 24\/7 helpline support, onsite vists including remote and unlimited tickets per month. we help you with all sorts of IT issues.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IT Helpdesk l Daily IT Problems Solutions l FunctionEight\" \/>\n<meta property=\"og:description\" content=\"For our IT Help Desk we offer 24\/7 helpline support, onsite vists including remote and unlimited tickets per month. we help you with all sorts of IT issues.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/\" \/>\n<meta property=\"og:site_name\" content=\"FunctionEight Hong Kong\" \/>\n<meta property=\"article:modified_time\" content=\"2021-08-16T03:51:30+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"11 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"IT Helpdesk l Daily IT Problems Solutions l FunctionEight","description":"For our IT Help Desk we offer 24\/7 helpline support, onsite vists including remote and unlimited tickets per month. we help you with all sorts of IT issues.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/","og_locale":"en_US","og_type":"article","og_title":"IT Helpdesk l Daily IT Problems Solutions l FunctionEight","og_description":"For our IT Help Desk we offer 24\/7 helpline support, onsite vists including remote and unlimited tickets per month. we help you with all sorts of IT issues.","og_url":"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/","og_site_name":"FunctionEight Hong Kong","article_modified_time":"2021-08-16T03:51:30+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"11 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/","url":"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/","name":"IT Helpdesk l Daily IT Problems Solutions l FunctionEight","isPartOf":{"@id":"https:\/\/www.functioneight.com\/hk\/#website"},"datePublished":"2019-08-10T11:07:53+00:00","dateModified":"2021-08-16T03:51:30+00:00","description":"For our IT Help Desk we offer 24\/7 helpline support, onsite vists including remote and unlimited tickets per month. we help you with all sorts of IT issues.","breadcrumb":{"@id":"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.functioneight.com\/hk\/it-support\/it-helpdesk\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.functioneight.com\/hk\/"},{"@type":"ListItem","position":2,"name":"IT Support","item":"https:\/\/www.functioneight.com\/hk\/it-support\/"},{"@type":"ListItem","position":3,"name":"IT Helpdesk"}]},{"@type":"WebSite","@id":"https:\/\/www.functioneight.com\/hk\/#website","url":"https:\/\/www.functioneight.com\/hk\/","name":"FunctionEight Hong Kong","description":"Outsourced IT Service - 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