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Help Desk
"Can't we get some help now so we can put this project to bed and go home early?"

 
Case Study
Industry: Defense Contracting
Location: Global
Problem:
Grew from 12 to 100+ faster than their current IT systems could handle.
Solutions:
IT Consulting, Help Desk, Hosted Servers 
View Details
 
TMI met with the company and assessed their technology needs. It was determined that based on their requirements they needed to take their existing data and move it to server technology.
We put together an implementation for an infrastructure that would best fit their growing business. Given that most of their employees were remote and spread across the globe, it was determined that they could make use of Exchange, Remote Connectivity, and File Sharing capabilities. We implemented a dedicated Hosted Exchange, SSL-VPN, and File server at our data center that provided them with high availability services, as well as the ability to expand their infrastructure easily with growth.
Because of the time differences between our company and their various employees we were presented with an additional challenge in coordinating support for remote users upon the migration. To ensure a smooth transition, our 24x7 help desk employees were notified of the potential request for help, and given detailed information on migration instructions, as well as the client’s infrastructure. This allowed us to provide seamless support at any time of the day through the project. 
 
tmi 2.0:

Overview

Big or small, your business depends on computer systems, and we understand how disruptive it can be if they go down.  Around-the-clock IT support is important but often cost prohibitive, which is why TMI offers affordable 24/7 remote Help Desk support.  TMI’s Help Desk is fully staffed with certified IT professionals who are trained to get your problem fixed as quickly as possible.  You don’t have to schedule an appointment or wait for someone to show up – our remote control software enables us to take control of your mouse and keyboard as if we were sitting right at your desk.  And any call to our helpdesk that is resolved within 15 minutes is absolutely free!  Got a really complex challenge?  No problem.  Our team of Microsoft Certified IT Professionals are always on call and ready to assist.  The next time you run into an IT snag, just call 703-567-4TMI (703-567-4864) and press 1.

How Does It Work?

Basically you call us, we help you.

  1. Client calls the Help Desk.
  2. We open a ticket in our system. If you are up and running in less than 15 minutes, it's FREE.
  3. We open a remote help session with you.
  4. We work diligently with you to resolve your issue.
  5. Upon resolution of the ticket to your satisfaction, our engineers close and archive your case.

Ticket Archiving!

We keep historical data for incidents that occur with your systems when you call our Help Desk. Why does this matter to you? This information can help us analyze the best method to deal with your issues in the future. If you call multiple times because of system crashes or hard drive failures, we can identify trends and find a solution to resolve the issue permanently and cost-effectively.
As a best business practice, ticket archiving can provide you with documentation of how you are spending your IT dollars. This allows you to work with TMI to assess how best to address recurring costs by eliminating recurring technical or end-user training issues.

Remote Help?

TMI uses the latest and greatest in remote help technology. Our Bomgar remote help server allows us to connect directly to your machine. With this connection we can perform installs, repairs and diagnostics without the wait of deploying a technician to you onsite.

Want to see an upgrade before we deploy it? Along with remote control comes remote presentation previewing. We can demo a potential product before its installation on your machine while you watch your monitor.