Services: Help Desk & Staff Augmentation
Help Desk Services
ALI’s team of onsite engineers is augmented with a Help Desk Service that gives customers access to an engineer by phone without having to wait for an onsite visit. This option saves time and money, as support calls are billed in shorter increments than an onsite support call, and engineers can begin troubleshooting your problem with you over the phone.
Should the issue require and on-site visit; the Help Desk staff makes sure that an engineer is dispatched to the customer’s site to continue with the issue until it is successfully resolved.
For those clients who have ALI Support Agreements, the Help Desk Service also provides access to after hours emergency phone and remote dial in support. In the event that a critical issue arises after normal business hours, ALI engineers are available to help with any emergencies.
Staff Augmentation
For those times when you need more technical resources but not the overhead, ALI’s provides staff augmentation services. We provide support and staffing options to help you through vacations, military leave, illness, maternity leaves, staff transitions, or times of short-term increases in technical support needs.
ALI also provides longer term outsourced IT services. Each project is defined by the Service Levels required by the client, and ALI staffs to meet the desired support levels. In some cases this has been as small as providing one person to provide support on a long term once a week schedule; up through multi-year support arrangements with an entire dedicated team of support professionals who report to work daily at your site.