24/7 and 9/5 Options

• Helpdesk
o FIT provides our business partners helpdesk services with both 24/7 and 9/5 offerings.
o Large pool of English-speaking (native/first-language) engineers.
o Level I support includes phone and remote-control support by PC Experts.
o Level II support includes phone and remote control support by PC and Subject Matter Experts (SMEs).
o Helpdesk provides support for Level I and Level II problem resolution (trouble tickets).
o Additionally, helpdesk provides assistance with novice to intermediate office platforms.
 For example FIT helpdesk can assist with helping an end user with a task they want to complete in Excel:
• Concatenating two or more fields
• Utilizing ‘IF’ statements
• Utilizing ‘LOOKUP’ statements
 Another example FIT helpdesk can assist with helping an end user with a task they want to complete in Word:
• Inserting a table of contents
• Formatting header and footer
• Inserting tables, charts, pictures, etc., and how to format them.
 While there are more examples, our final example FIT helpdesk can assist with helping an end user with a task they want to complete in Outlook:
• Enabling out-of-office assistant
• Setting up signatures
• Publishing busy/free information

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