Frequently Asked Questions

  1. What is the definition of Level 1 service?
  2. How is Level 2 service different?
  3. Does the Future 2000 Ready-Help Desk remotely monitor the end users networks?
  4. What languages are supported by the Ingram Micro Seismic Help Desk?
  5. Where is the Future 2000 Systems Ready-Help Desk located?
  6. Are Mac’s supported, and are standard Mac applications supported?
  7. Are there any security answers/policies already in place?
  8. How many analysts are in the Help Desk?
  9. What certifications are held by the analysts in the Ready-Help Desk?
  10. Does the Help Desk support the use of web based forms for users to request support?
  11. What handheld/mobile device platforms does the Ready-Help Desk support?
  12. What SLA’s are in place for the Ready-Help Desk?
  13. Does the Future 2000 Help Desk use remote remediation techniques as part of a standard process?
  14. What kind of reporting is available?
  1. What is the definition of Level I service?

    2. This level of help-desk support provides a call-answering service, troubleshooting and call-logging. The help desk utilizes a populated knowledge base to resolve the incident at the initial contact.

    Level I: End User Desktop Helpdesk*:

    • 24 / 7 year round Help Desk
    • Workstation troubleshooting and triage
    • Support for Windows based desktops and supported applications (per list)
    • Support for custom/vertical applications if support documentation is provided
    • Network/Internet connectivity issues
    • Desktop peripheral hardware (non-hardware issues). E.g. Printers, Keyboards, Monitors, Mouse, Barcode readers, etc
    • Use of Remote Control to resolve issues
    • Basic “how to” questions
    • Escalation
    • Access to ePortal for ‘real time’ reporting
    • Output to ticketing system, e.g. Autotask
    • Connectivity, POS, OS, Remote Access, Peripherals, Spyware, Anti Virus, after hours answering service

    * Microsoft Windows and Apple workstations only *

  2. How is Level II service different?

    3. Level II support involves connection to a server for resolution. Additional troubleshooting scripts enhance the service, while a populated knowledge base and remote access allow for troubleshooting any issues that reside within the core infrastructure. If a call can’t be resolved, a predefined call-escalation process will begin.

    Level II: End User Desktop/Server Helpdesk

    • Includes all support features of Level I End User Desktop Helpdesk
    • Server based password resets
    • User add, moves, changes in Active Directory
      • Remote access, proper authentication, and level of access must be provided to help desk.
    • User Administration of MS Exchange or hosted e-mail applications
      • List of supported applications will be documented during the boarding process
    • Firewall troubleshooting (with documentation)
    • Server diagnostic and troubleshooting (OS Only)
      • The Help Desk will troubleshoot server operating system problems, document and recommend changes/patches to VAR.
    • Citrix server support (user session shadowing/cancelling)
  3. Does the Future 2000 Systems Ready-Help Desk remotely monitor the end users’ networks?

    4. Yes. The Future 2000 Systems NOC monitors the networks.

  4. What languages are supported by the Ingram Micro Seismic Help Desk?

    5. Future 2000 Systems Ready-Help Desk supports English 24/7; French support is available during normal business hours.

  5. Where is the Future 2000 Systems Ready-Help Desk located?

    6. The Future 2000 Systems Ready-Help Desk is located in Amherst, NY which is a suburb of Buffalo, NY.

  6. Are Mac’s supported, and are standard Mac applications supported?

    7. Level 1 Support: OS X Core

    • Custom applications
    • Internet/Network Connectivity
    • Desktop peripheral hardware (non-hardware issues)
      • Printers
      • Keyboards
      • Monitors
      • Mouse
      • Barcode readers, et
  7. Are there any security answers/policies already in place?

    8. All analysts go through a screening process that includes a background check and a drug test.

  8. How many analysts are in the help desk?

    9. There are approximately 66 Full-Time analysts.

  9. What certifications are held by analysts in the Ready-Help Desk?

    10. The analyst and operation management team carry a variety of certifications.

    A few are listed below:

    • HDI Help Desk Manager Certification
    • STI Call Center Manager Certification
    • ITIL Best Practices
    • A+ Certified Professionals
    • Network + Certified Professionals
    • Security + Certified Professionals
    • Microsoft Certified Professionals
    • Cisco Certified Professionals
    • Novell Certified Professionals
    • Citrix Certified Professionals
  10. Does the Help Desk support the use of web-based forms for users to request support?

    11. The Ready-Help Desk uses a web interface for submitting requests / opening tickets.

  11. What Hand-held/Mobile device platforms does the Ready-Help Desk support?
    12. The Blackberry, Palm Treo, and Windows Mobile devices are currently supported.
  12. What SLA’s are in place for the Ready-Help Desk?

    13. The Future 2000 Ready-Help Desk will strive to perform Services with the following levels:

    • Average Speed of Answer: 45 seconds, 70% of the calls answered in less than 30 seconds.
    • Abandonment: 94% of the calls answered, calls abandon under 30 seconds will be excluded from the matrix.
    • 1st Call Resolution: 80% of the initial calls will be resolved at first point of contact. First call resolution reflects the application of standard, technical troubleshooting to diagnose, repair, and verify resumption of normal operation. Out of scope calls, calls requiring additional unsupplied access or documentation or; calls requiring on-site support will be considered "resolved" pending successful escalation, as per on boarding documentation. Calls escalated internally from Tier I to Tier II will still be considered part of the same contact.
  13. Does the Future 2000 Help Desk use remote remediation techniques as part of the standard process?

    14. Yes. As long as the end user has broadband access and grants permission for dial-in and remote control, remediation techniques will be applied.

  14. What kind of reporting is available?

    15. Reports are assessable using a web based portal. Customized reports can be requested. Default reports available include:

    • Real time call statistics
    • Resolved incidents
    • Escalated incidents
    • Points balance