24X7 SERVICE DESK

As part of Xterra’s IT Managed Services, our Service Desk provides your team with 24×7 access to experts to keep everyone connected and effective to give you peace of mind. We understand that the Service Desk is a cfritical component of efficient organizational operations by addressing end-user service requests with the right priority and the right resources; it’s also where we can inspire an exceptional level of client satisfaction.

24×7 Service Desk

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San Francisco-based support team
Advanced and secure 24×7 remote support anywhere on the globe
Onsite office support available at an affordable fixed fee – when we’re needed, we’re there to save the day without onerous one-time charges
Prescheduled onsite visits available for everything from new computer setups to “Support by Walking Around” because sometimes it takes seeing a technician to remember you need that thing fixed

The Information Technology Infrastructure Library (ITIL) is a set of best practices for effective IT Service management. Today, it’s widely adopted by many organizations to streamline technology operations. So how does ITIL benefit you? Our ITIL-based system includes a defined set of services provided to your organization. This includes both pre-defined services as well as customized services based on your organization’s needs and maturity and puts us on a path of Continual Service Improvement (CSI) – improving processes and optimizing workflows so that we just keep getting better the more we work with you.

All issues addressed to resolution – we won’t let anything slip between the cracks
Complete status and transparency – you’ll know what’s happening at all times
Comprehensive support trend analytics – know where patterns are emerging to alter or optimize processes

Guaranteed privacy – end users allow or deny authorization before we can see your screen
An effective and convenient solution – 85% of issues can be solved remotely
Reduced time to resolution – resolve issues more quickly vs. onsite
Aligned to the new reality – ideal for WFH or remote staff
Server level audibility and logs of every action for peace of mind

Eliminate security gaps – ensure mobile devices are managed so that organizational data is secure
Remote data wipe – enable the ability to immediately decommission lost or stolen devices
Xterra Solutions is a proud member of the Apple Consultants Network (ACN #2043744)