IT Helpdesk Services. IT Environment Operation Support Service Menu

Transcription

1 IT Helpdesk Services IT Environment Operation Support Service Menu

2 Do you ever need a little help with your personal computer? IT Helpdesk Services Person unfamiliar with PC Person unfamiliar with PC Help to solve PC related problems with three support services I replaced my computer and don t know what to do. I can t fix this problem because the PC expert is on vacation. Sales staff PC expert I can t focus on my own work because everyone is coming to me with their PC problems Telephone/Remote Support IT professional operator will remotely view your PC screen with you simultaneously to guide you in solving your problem. 01 Can t prepare my sales quotation because the network is down. Administration personnel On-site Maintenance 02 How is your company coping with IT device related problems such as not being able to connect to the network or not being able to print and PC operation related problems such as not knowing how to run a program? Are you completely relying on your PC expert? It is no longer possible to perform day-to-day business tasks such as creating s, invoices, reports and proposals, without using a personal computer. With the ever increasing utilization of IT in the office environment, more and more people are asking for troubleshooting and operation advice. This leads to increased burden on the system personnels, taking time away from their main task such developing IT strategies. IT Helpdesk Services help to solve PC related problems through three support services to reduce the load on your IT administrators and promote smooth operation of the IT environment. Always busy taking care of anti-virus on each PC. Customer Website You will be able to view the necessary information for managing your PC and network devices by simply accessing to the IT website set up for your company. If onsite support is deem necessary, our service engineers will attend to you at no additional charge

3 1 Telephone/Remote Support Diagnosis through viewing your PC screen with you, the IT professional operator wil be able to support you remotely. Do you have any PC related problem? Three HelpDesk services just for you! Help to solve problem on the spot Receive help at your desk An urgent job that must be completed as soon as possible Complicated operation that is difficult to explain over the phone Embarrasing to be constantly bothering the PC expert Get just the right advice Easy to communicate through sharing the same screen No need to worry about asking too many questions Ask immediately when there is a problem Accurate Enhanced accurate explanation with Pointer and Red Marker functions Operations that are difficult to describe with words can be understood clearly using the Pointer and Red Marker functions. IT professional operator provides step-by-step instructions to increase your understanding and skill. IT professional operator can also perform remote operations With your consent, the IT professional operator can also remotely control your PC. Provides accurate support even when detail settings are necessary. On the spot An IT professional operator remotely views your screen and provides you with accurate support Immediately share your screen with an IT professional operator with a simple operation to help to solve your problem at your desk. Any number of times Ask as many times as you want This is a fixed price service. Therefore you can ask as many times as you want without worrying about the cost. Operation is simple! Just three steps STEP 1 STEP 2 STEP 3 Click the? button on the toolbar. Give the displayed number to the operator. Start remote support Your screen Telephone support Operator's screen OS and application support also available Oh, this! View the same screen Communicate your situation that may be difficult to describe with words. Please look at this red area. IT Helpdesk Services also provides support for operation of Microsoft Windows OS, Microsoft Excel and Microsoft PowerPoint applications and mail programs such as Microsoft Outlook that are necessary for everyday business. You can get support in creating spreadsheets, graphs, and presentation materials. Note: Refer to the supported items of the IT Helpdesk Services for the detailed support content. 4 5

4 2 On-site Maintenance 3 Customer Website For problem that is unable to solve through the phone, our service engineer will provide on-site service at your site. Complete view of your IT environment from the Customer Website set up for your company Do you have any PC related problem? Do you have any PC related problem? Unable to startup the computer Unable to manage OS environment and application version of each PC Can t solve problem over the phone Unable to completely restrict installation of unauthorised programs HelpDesk services just for you! Speedy on-site troubleshooting Rushes to your office when necessary HelpDesk services just for you! Can be viewed anytime, anywhere "Customer Website" provided on the web Determine risk at a glance Easily identify the PC that is a security risk Strong support structure If the IT professional operator cannot solve your problem remotely, our service engineer will rush to your site. Your problem can be solved quickly because it was already explained remotely. We will support smooth operation of your system through our unique detailed service structure. Constantly monitor the IT environment You can easily check information necessary for managing your PC and network devices by accessing the Customer Website. Helps support management of IT environment by showing which program is installed on which PC. Reduce security risk The Security Alert Function let you know vulnerable PCs with notification . You can quickly identify PCs that are at risk. Check device specific information such as hardware and software versions Easily determine network map and IT environment Check security information such as antivirus software and antispyware software Maintaining PC security is the most important job for the system administrator! IT Management is important in combating the ever increasing security threat! Even when an antivirus software is implemented, security can be compromised if just one employee forgets to update the virus definition file. Appropriate daily maintenance is vital in maintaining high PC security. Note: The Security Support Option is an option of the "IT Helpdesk Services." This is not an ant-virus service that performs virus detection and removal. IT Helpdesk Services Security Support Option provides security protection even when system administrator is unavailable. Changes and maintains customer specified security related configurations such as prohibition of game and file sharing software and USB memory usage restriction. PCs purchased at different time can be uniformly configured and managed. Easy management without system administrator. Get information necessary for IT management View information of all PCs and network devices and download it in CSV format. Available information Hardware information Device type User name System manufacturer Serial number OS CPU BIOS version Motherboard Video card Memory MB HDD size GB Used HDD size GB Domain Wired LAN setting Wireless LAN setting NIC information Default browser Default mailer Default printer name Software information Software name Version Vendor Installed base Security information Status Device type OS Anti-virus program name Anti-spyware program name Firewall status Screen saver password lock status Windows auto update status 6 7

5 How Service is Provided The IT Helpdesk Services provide telephone/remote services by an IT professional operator and on-site support by an engineer. A clear and safe support is provided by our meticulous professional staff. We also support system administration by providing information useful for managing your IT environment through your Customer Website. Overall Picture of Services The basic function of IT Helpdesk Services is to isolate the problem and provide troubleshooting support. In addition, the following service menus including operation support for Microsoft Windows OS and applications such as Microsoft Word, Excel and PowerPoint are available. Choose the necessary service according to your need. IT Helpdesk Services Entry Supporting IT environment management through Customer Website IT professional operator assistance Recommended for customers Need to support up to 300 PCs System administrator is unavailable or is not full time Need Microsoft Excel and Word operation assistance in addition to problem solving Single base of operation Easy PC resource control and system security control via Customer Website. An IT professional operator supports remote operation over the telephone. Three support functions Basic services menus Management server Manages PCs and network. Performs information gathering and remote connection. On-site visit by engineer An engineer will provide on-site support when necessary. 1 Telephone / Remote support (see P4-5) 2 On-site maintenance (see P6) 3 Customer Website Fault Isolation Isolates the problem and determines the cause through telephone/remote support and on-site maintenance when there is a problem with your network device such as PC, router, or hub. Software Reinstallation and Reconfiguration Returns to the status in the asset management record when reinstallation or reconfiguration of software is necessary due to hard disk or software problem. Administration Services for Request to Others Requests the maintenance company on behalf of the customer to visit. IT Helpdesk Services Schedule visit (see P7) IT Helpdesk Services Application Support Option Answer questions concerning basic operation of Microsoft Windows OS and specific application by telephone/remote support. Note: The scope is limited to basic operations described in the manual or instruction guide. (Macros and developed programs are not supported.) Note: See contents of services for the supported applications. Internet Telephone line Optional Services Optional wireless environment support is also available. Wireless access point Options to support management and configuration of your PCs. PC security enhancements and addition of PCs connected to the wireless LAN as supported devices IT Helpdesk Services Security Support Option Optional service to maintain PC security when the system administrator is unavailable. (For more information, refer to the bottom column on P6.) Software installation and initial setup service IT Helpdesk Services Wireless LAN Support Option Service to include wireless LAN equipment in devices supported by IT Helpdesk Services. Supports customer s current wireless LAN environment. Customer's office environment Control software Installs programs necessary for IT Helpdesk Services on your PC. This enables remote support. IT Helpdesk Services Agent Application Installation Service Service to install the remote agent software necessary for remote support and total PC diagnosis, resource management on behalf of the customer. IT Helpdesk Services Call Out Fee Service necessary to dispatch an engineer when using the above services (IT Helpdesk Services Agent Application Installation Service, IT Helpdesk Services IT Device Assessment Services). IT Helpdesk Services IT Device Assessment Services Service to create on behalf of the customer, the network administration list necessary when signing an IT Helpdesk Services agreement. For small and medium-sized network, determines the configuration of network equipment for storing information necessary for restoring configuration information or re-installation and creates the network administration list. 8 9

6 Service Capability & Performance Certification Fuji Xerox Asia Pacific Online and Technical Support Centres Delivering Support Excellence At Fuji Xerox we are committed to delivering exceptional customer support at every interaction. Achieving Service Capability and Performance (SCP) certification is proof of that commitment. What is SCP? SCP standards measure the effectiveness of our customer support operation against world-wide best practice within the technical support industry. Notable areas of excellence Customer feedback process Our Customer feedback process ensures all customer feedback, compliments and complaints are centrally recorded and managed. All complaints are managed according to a pre-defined severity scale. The customer is updated on progress throughout the resolution process. We review all results on a monthly basis, implement continuous improvement initiatives and acknowledge complimented staff as part of our staff recognition scheme. Ease of use Our Support web page is designed with the customer in mind. Large icons, pictures and clear text makes it very easy for customers to find the support they need, whether accessing our comprehensive online knowledge bases, downloading drivers, logging a support request, etc. Real-time display of support activity In our Technical Support Centres, monitors display real-time case activity colour coded against service levels to ensure peak responsiveness. At a glance, it is easy to see and act on response, resolution, customer feedback requirements, and any customer call back issues. SCP certified support organisations Other world-class organisations certified under SCP Standards include HP, Microsoft, Nokia, Novell, Cognos 2, EMC, Sybase, Canon. For more information on SCP certified support organisations visit Developed through the joint efforts of nearly 50 leading support organisations, the SCP certification criteria comprise detailed business elements. SCP contains a framework of over 100 measurable benchmarks,which are used to determine the overall effectiveness of a service and support organisation. How does SCP benefit our customers? Our survey and customer feedback processes ensure we continually improve our services. Our focus on staff training programs ensures our support engineers are proficient. Management productivity tools Quick response to technical escalations is our goal and the ability to access information to achieve this is critical. Like many large global organisations, information is scattered across a number of databases. Our K.U.B.E (Knowledge User Base Environment) web portal provides our support engineers with access to global systems and information in seconds... a fast and efficient resolution to our customers. Ongoing certification SCP certification ensures we meet the industry benchmark standard defined within the process. We also commit our organisation to a continuous improvement program through the annual SCP certification process, which benefits our customers. For more information on the SCP certification process visit How is SCP certification achieved? SCP certification is achieved after a comprehensive, annual on-site audit of the Fuji Xerox Customer Support operations by an independent third-party auditor. Evidence of achievement is gauged in key areas such as customer satisfaction, performance metrics and people programs. These metrics are compared with other organisations that also provide technical customer support. Our support processes and infrastructure are designed to meet the highest industry standards. Our customers receive a consistent level of excellence every time they require our support. All our processes and practices are reviewed, rated and updated annually, ensuring our service continues to meet our customers expectations

7 Specifications of IT Helpdesk Services Operating Environment Item Supported Operating System *1 CPU HDD Memory Web Browser Network Descriptions Windows 10 Home (32bit) Windows 10 Home (64bit) Windows 10 Pro (32bit) Windows 10 Pro (64bit) Windows 10 Enterprise (32bit) Windows 10 Enterprise (64bit) Windows 8.1 (32bit) Windows 8.1 (64bit) Windows 8.1 Pro (32bit) Windows 8.1 Pro (64bit) Windows 8.1 Enterprise (32bit) Windows 8.1 Enterprise (64bit) Windows 8 (32bit) Windows 8 (64bit) Windows 8 Pro (32bit) Windows 8 Pro (64bit) Windows 8 Enterprise (32bit) Windows 8 Enterprise (64bit) Windows 7 Ultimate (32bit) [without a Service Pack, Service Pack 1] Windows 7 Ultimate (64bit) [without a Service Pack, Service Pack 1] Windows 7 Professional (32bit) [without a Service Pack, Service Pack 1] Windows 7 Professional (64bit) [without a Service Pack, Service Pack 1] Windows 7 Home Premium (32bit) [without a Service Pack, Service Pack 1] Windows 7 Home Premium (64bit) [without a Service Pack, Service Pack 1] Windows 7 Enterprise (32bit) [without a Service Pack, Service Pack 1] Windows 7 Enterprise (64bit) [without a Service Pack, Service Pack 1] Windows Vista Home Basic (32bit) [without a Service Pack, Service Pack 1/2] Windows Vista Home Premium (32bit) [without a Service Pack, Service Pack 1/2] Windows Vista Business (32bit) [without a Service Pack, Service Pack 1/2] Windows Vista Ultimate (32bit) [without a Service Pack, Service Pack 1/2] 1 GHz or greater 1 GB or greater free space Windows 10 (32bit) : 1 GB or greater Windows 10 (64bit) : 2 GB or greater Windows 8.1 (32bit) : 1 GB or greater Windows 8.1 (64bit) : 2 GB or greater Windows 8 (32bit) : 1 GB or greater Windows 8 (64bit) : 2 GB or greater Windows 7 (32bit) : 1 GB or greater Windows 7 (64bit) : 2 GB or greater Windows Vista (32bit) : 1 GB or greater Windows Internet Explorer 8 Windows Internet Explorer 9 Windows Internet Explorer 10 Windows Internet Explorer 11 Firefox *2 Google Chrome TM*2 Communication band: 1 Mbps or more Protocol: http / https Contents of Services Item Descriptions Covered Hardware PC clients (PC/AT compatibles), Wired broadband router x 1 unit *1, Wireless LAN devices *2, Hubs Supported Operating System Windows 10 (32bit) Windows 10 (64bit) Windows 8.1 (32bit) Windows 8.1 (64bit) Windows 8 (32bit) Windows 8 (64bit) Windows 7 (32bit) [without a Service Pack, Service Pack 1] *3 Windows 7 (64bit) [without a Service Pack, Service Pack 1] *3 Windows Vista (32bit) [without a Service Pack, Service Pack 1/2] Web Browser *4 Windows Internet Explorer Software *4 Business Application *4 Others *4 Microsoft Outlook Express Windows Mail Windows Live TM Mail Microsoft Word *5 Microsoft Excel *5 Microsoft PowerPoint *5 Microsoft Outlook *5 DocuWorks Adobe Reader Fuji Xerox Printer Drivers Fuji Xerox Scanner Drivers Agent Application *1: Excluding VPN routers installed at customers site. *2: Customers can use the service in wireless router environments if they sign the contract with the optional Wireless LAN service. *3: Excluding Windows XP Mode and Microsoft Windows Virtual PC environment. *4: The latest version and one version older than the latest version are covered. *5: Excluding Online Service functions such as Office 365 TM Exchange Online, SharePoint Online (including Office Web Apps), and Lync Online. Note: Depending on a customer's network environment, IT Helpdesk Services may not be available even in the above operating environment. *1: For the latest information on supported OS, please refer to the Fuji Xerox Asia Pacific official web site. *2: Only the latest versions are supported. Firefox and Google Chrome TM are not included in the service scope of Application Support Option. Reproduction Prohibitions Please note that reproduction of the following is prohibited by law : Domestic and foreign currencies, government-issued securities, and national bonds and local bond certificates. Unused postage stamps, post cards, etc. Certificate stamps stipulated by law. Reproducing works forming the subject matter of copyright (literary works, musical works, paintings, engravings, maps, cinematographic works, drawings, photographic works, etc.) is not permitted unless the reproduction is for the purpose of personal use, family use or other similar uses within a limited circle. For more information or detailed product specification, please call or visit us at 80 Anson Road #37-00 Fuji Xerox Towers Singapore Tel http: // Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in Japan and / or other countries. The information is as of September, PIC-0105 AP (1509)