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24/7 Helpdesk & Network Operation Center Services

24/7 Helpdesk & Network Operations Center (NOC) Services

Maximize Employee Productivity and Desktop Uptime.

Help Desk
help desk
Proactive Maintenance
proactive maintenance

Off Hours Support
offhours support

24x7 Access
247 support




Help Desk

Quest provides flexible helpdesk solutions to manage incidents / changes, service requests, and assets for organizations needing supplemental or fully outsourced solutions. Quest offers two levels of helpdesk support to maximize your system uptimes, resolving over 70% of issues on the first call. We can help your days go more smoothly with 24/7/365 support, or provide weekend only support with our second option.

Off Hours Support

After Hours and Weekend Support is an off-peak hours’ helpdesk service. This service is provided after business hours and throughout the weekend, where after business hours are 5 pm to 8 am in one of the four US time zones. In addition to Call Answer services, Quest provides service helpdesk support to Windows and Mac systems, printers, third party hosted applications (with a valid license agreement), and best effort support for mobile devices. This service does not include patch deployment service.

24x7 Access

24x7 Support is a 24x7x365 helpdesk service. In addition to Call Answer and Proactive Maintenance services, Quest will provide full helpdesk support to Windows and Mac systems, printers, third party hosted applications (with a valid license agreement), and best effort support for mobile devices.

24X7 NOC Support

Quest offers three NOC options, providing the perfect fit for your organization’s support needs. Quest’s technical resources work as an extension of your team, with biweekly service reviews and in-depth business reviewed. Quest also provides detailed reporting metrics to validate our Service Level Agreement delivery efforts.

Basic NOC: Monitoring & P1 Resolution

Enhanced NOC: Basic NOC included + Monitoring & Maintenance

Premium NOC: Basic NOC and Enhanced NOC included + Total & Complete Management


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Service Levels: Response Time & Escalations

All notifications are handled and prioritized in the order in which they're received.
Resolution is at all times subject to technician availability.

 
 Priority 1
 Priority 2
 Priority 3
 
 Emergency Response
(in HRs)
 Quick Response
(in HRs)
 Normal Response
(in HRs)
 Respond within
 0.25
 0.25
 0.25
 Resolution plan within
 1
 4
 8
 Resolution within
 4
 8
 24

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What Does Quest’s Helpdesk Solutions Include?

    Service Delivery Management and Reporting Anti-Virus (A/V) Management
    Desktop performance management
    Administrative Scripting Policy Management
    Windows, Mac and mobile support
    Administrative tasks
    Virus/malware removal
    Software installations
Service Delivery Management and Reporting includes Service Level Agreement (SLA)
    SLA management, service reporting, and strategies for Continuous Service Improvement to ensure the highest quality of service
    *Mobile devices support is based on best effort only
Proactive Maintenance Services include:
    Remote access via supported Remote Monitoring Management (RMM) tool - RMM Agent is installed to allow remote access
    Patch Deployment Service, which includes Desktop Operating System patching
    Hardware and Software Audit Services - Quest will audit and report on Hardware & Software Asset Management
    Preventative Maintenance Reports, which include desktop maintenance Reports
    Antivirus Software (A/V) Management Service, which includes signature updates and reporting
    Desktop Performance and Capacity Management, which provides desktop performance monitoring via RMM
    Limited Administrative Scripting, where Quest will manage Desktop Scripting via RMM
Support Services include:
    Support of Windows and Mac systems plus best-effort support of mobile devices, including troubleshooting and resolution
    Administrative Tasks Assistance Services, which includes removal of virus infections from workstations
    Software Installation Services, which includes Installation of “off-the-shelf” software
    Software requested by the client
    SLA-based escalations
Administrative Tasks service requests* may include:
    Single user account and group creation
    Mailbox and distribution list creation
    Password resets and unlocking of domain accounts
    File/folder permission changes
    Microsoft Outlook profile set-ups
    Mobile device email setup and configurations, contact and calendar synchronization
    File and Folder Restores
    Spam filter changes
Supported Tasks
    Installing hardware drivers for Windows
    Installing security & service packs on workstations on demand with mutually agreed to approvals
    Login assistance to local machine and/or Microsoft Active Directory
    Diagnosing and fixing Windows/Mac security problems
    Configuring internet and Local Area Network (LAN) connections
    Configuring messaging clients to connect to enterprise mail providers, such as:
        •   Microsoft Outlook
        •   Mac Mail
    Troubleshooting and fixing Windows error messages
    Scanning and removing viruses, malware or spyware
    Wi-Fi Client setup
    Tasks Supported for mobile devices:
        •   Email configuration – ActiveSync and IMAP
        •   Data Synchronization to LOB IaaS provider
        •   Device activation and account setup
        •   Device features and settings
        •   Software/app installation

NOC Support Overview

You’ll be able to rest easy relying on Quest’s robust support. We work as an extension of your team, with biweekly service reviews and detailed analytic reviews. Our NOC was built to support our own infrastructure, so we provide in-depth reporting, flexible and scalable SLAs and vendor management.

    Asset Management
    Remote Monitoring
    Application Deployment
    Automated Monitoring and Alerting
    Remote Access/Control
    Issue Auditing
    Maintenance Scheduling
    Patch Management

Basic NOC
    Monitoring & P1 Resolution
    Full incident remediation
    Vendor management during incident escalation
    24x7 monitoring of event IDs, resource thresholds, and service availability
    Real-time client and end-customer communication
    Live phone support

Enhanced NOC: Monitoring & Maintenance

Basic NOC+

    Remote restart of services by NOC
    Full incident and problem resolution by NOC
    Patch deployment by NOC
    Discounted project services
    Monthly server and device health reporting
    Monthly network device firmware updates
    Patch testing, blacklisting and whitelisting

Premium NOC: Total & Complete Management

Basic NOC+ & Enhanced NOC+

    Proactive or on-demand server restart
    Global policy troubleshooting
    MS Exchange health check & defragmentation
    MS Service Pack installation
    New user configuration
    Service request ticket handling
        •   96% Average Patch Compliance & Health
        •   100% Quarterly Backup Restore Testing
        •   97% Meet P1 SLAs
        •   94% First Call Resolution

Basic NOC - Monitoring Only

Basic NOC includes 24x7x365 event ID, threshold, availability, and service monitoring. If needed, our software agent will create a ticket in Quest's ticketing system and will follow as appropriate Customer’s defined escalation and notification processes. Quest will provide SLA-based priority ticket workflow and escalations, will audit managed networks, and provide audit reports.


Enhanced NOC - Servers

Enhanced NOC for Servers is a 24x7x365 maintenance service. In conjunction with the Basic NOC service, Quest will reactively restart services, as needed. In addition, Quest will provide whitelist-based server patching service to all managed servers. Quest will also provide antivirus management, including signature updates & reporting. Quest will audit managed networks and will provide audit reports. Quest will provide SLA based priority ticket workflow and escalations.


Enhanced NOC – Network Devices

Enhanced NOC for Network Devices is a 24x7x365 maintenance service. In conjunction with Basic NOC monitoring for Network Devices, Quest will audit managed networks, provide warranty and out-of-warranty reports, as needed. Quest will also contact managed network device vendors on Customer’s behalf to facilitate resolutions to managed network issues. Quest will provide SLA-based priority ticket workflow and escalations.


Enhanced NOC – Host or SAN

Enhanced NOC for Network Devices is a 24x7x365 maintenance service. In conjunction with Basic NOC monitoring for Network Devices, Quest will audit managed networks, provide warranty and out-of-warranty reports, as needed. Quest will also contact managed network device vendors on Customer’s behalf to facilitate resolutions to managed network issues. Quest will provide SLA-based priority ticket workflow and escalations.


Contact

Phone
(800) 231-6777
(949) 581-9900

Fax
(949) 581-4011