Page Banner Image

Increase Productivity with Remote Help Desk Support

A Remote Help Desk White Paper


As the role of technology in business operations continues to grow, the workload of internal IT teams has increased exponentially. In many companies, IT teams are stretched so thin that they are unable to focus on IT innovation and business growth. Instead, many remain inundated with day-to-day operations and crisis management.

With remote help desk service from Systems Engineering, SE Help Desk is designed to provide end user support for businesses, as well as to act as a first line of defense for companies with internal IT teams, enabling them to spend more time focusing on important business initiatives.

Remote help desk from Systems Engineering is more than just a help desk. SE Help Desk provides engineering-level technical expertise from highly trained individuals, many of whom have at least 10 years of experience supporting professionals in an end user professional service industry.  “Our team is comprised of engineering-level resources, not just tier one help desk support technicians,” said Thomas Houlette, Help Desk Manager at SE. “We provide high level technical support to all of our clients for any and every application – no matter the endpoint.”

SE’s team provides remote help desk support for Citrix, VmWare, various IP phone systems, Microsoft Windows and Apple operating systems, and Microsoft applications. The team also supports core business software packages including enterprise-level accounting, Electronic Medical Records (EMR) and Electronic Health Records (EHR) software for medical practices and software unique to financial services companies. SE Help Desk also supports a full range of mobile devices including iPhones, iPads and Androids. The service supports all cloud-based clients, and engages 3rd party vendors on clients’ behalf to resolve any technical problems.

While desktop support services teams do not typically provide on-site support, SE’s clients do have the option to select “escalation” services as part of a managed services agreement. If technical issues cannot be resolved remotely, the team escalates the problem and refers it to appropriate internal or external IT resources.

SE’s remote help desk team is a critical extension of clients’ IT support structure. SE Help Desk triages server issues, installs applications, manages phone systems, etc. SE has clients who contract with them for basic support, but retain their internal IT teams for more complex issues, as well as for innovation and growth management. This has become a very popular model for some larger SE clients, where the SE team works in partnership with an internal IT team at a client site.  By relying on SE’s help desk support team for first line support, companies are able to free up internal IT resources for strategic initiatives to support the business.

Costs for remote technical support services are almost always less than the cost of hiring one internal IT resource, making SE Help Desk service a popular choice for large and small companies alike.

“We are exceptionally good at learning new software, new business environments as well as mobile devices. We learn fast, and we act quickly for our client end users. That is the key to our success,” said Houlette.