24x7 Live IT Support

Say Hello to a Helpful Human Being

CenterBeam's 24x7 Helpdesk provides enterprises with a single point-of-contact for all of their users’ IT-related issues. The helpdesk is staffed by highly trained customer care specialists, who would generally be considered Level 2 support agents, with certifications in Microsoft®, Macintosh® and mobile device technologies. This means the very first person you talk to will likely be able to resolve your issue. And if not, subject matter experts are standing by.

With CenterBeam serving as your IT helpdesk, you can expect:

Every CenterBeam supported computer is equipped with remote management capabilities, a standard practice for Fortune 500 companies. "Remoting into" the computer to address issues significantly speeds repair time, since the customer care agent doesn't have to walk you through the diagnostics process.

Additionally, CenterBeam helpdesk specialists provide "how to" support for all standard Microsoft applications (Word, Excel, PowerPoint, Outlook, Entourage) and Adobe Acrobat. Helpdesk specialists can leverage the ability to remote into a user's system to walk a user through how to perform a specific task.

Current helpdesk certification levels include:

• Microsoft Certified Trainer (MCT)
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified IT Professional (MCITP)
• Enterprise Support Technician (Vista)
• Microsoft Certified Professional (MCP, MCP +I)
• Microsoft Certified Systems Administrator (MCSA)
• Microsoft Certified Systems Engineer (MCSE, MCSE +I)
• Cisco Certified Security Professional (CCSP)
• Apple Certified Support Professional 10.6

CenterBeam's Level 2 support is performed by customer care team leads, and Level 3 support is supplied by our engineering team, who have senior-level expertise in every aspect of an IT environment, including: Active Directory, e-mail, PC & Mac technology, server technology, computer backups and recovery, server backups and recovery, security and networks.

Desktop Technical Support

CenterBeam's customer care personnel will troubleshoot and resolve system problems relating to the operating system, printing, network services and hardware. The following are examples of system problems:

• I cannot print
• My computer is running slowly
• I need to retrieve a file that I deleted two weeks ago
• I need to synchronize my PDA with Microsoft Outlook® (when using CenterBeam's Hosted Exchange E-mail service)

Application Support

CenterBeam's customer care team will resolve feature, function and usage concerns for the operating system and software applications. The following "how-to" questions are examples of the problems we solve:

• How can I create a table in Microsoft Word?
• How do I change the shading of a cell in Microsoft Excel?
• How can I filter out junk mail in Microsoft Outlook?

We provide full support (Tier 1, Tier 2, and Tier 3) for the following applications:

• Microsoft Operating System
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Outlook
• Microsoft Explorer
• Microsoft Entourage
• Adobe® Acrobat Reader

Many of our customers provide our customer care personnel with lists of frequently asked questions and appropriate answers for applications that are pervasive in their organizations, allowing CenterBeam maximum effectiveness when providing support on these "non-core" applications.

We will format these FAQ documents into our knowledgebase system to allow for easy navigation for our customer care specialists and to ensure a common format is maintained.

Our Goal is to Exceed Your Expectations

In order to ensure that our helpdesk service remains at a world-class level, CenterBeam has contracted an outside vendor, Market Tools, to provide detailed Customer Satisfaction reports on a monthly basis. Market Tools surveys, tracks, and measures our end-users' satisfaction across many different parameters, such as helpdesk agent knowledge and timely resolution of customer issues.

For more information, we invite you to contact us today.