Alliant Managed Services (AMS)
End User Computing and Help Desk Support

The AMS Employee Help Desk will provide technical support for designated end users via telephone toll free number.  This cost efficient solution enables AMS support personnel to shadow Client workstations via Internet link, providing instant desktop support as if the Client support were delivered in person.  This managed help desk solution currently supports environments from five end-users to well over 20,000 for Clients around the globe.  AMS phone support will remediate user issues in the following areas:

Level I support services:

• Workstation Hardware Support
• Operating System Support
• Printing/Network Connectivity Support
• Core Application Support, Microsoft, Citrix & Symantec
• Email Client (Outlook/Outlook Express/GroupWise)
• Microsoft Office Standard Suite

Level II Help Desk Support includes all of the features of Level I, and extends the scope of support to include issues that require remote connection to a server for resolution.  The Help Desk support analysts follow additional call-logging and troubleshooting scripts to ensure a smooth resolution experience for the caller.

Level II support services:

• Software/application-related incidents on Microsoft, Novell, Citrix from the desktop level
• Printer-related problems such as mapping, drivers and connectivity
• Incidents related to a network such as log in and response issues
• Core competency product set incidents for Microsoft, Novell, Citrix and Cisco
• Server based Password resets
• User add, moves, or changes in Active Directory

Level III support services:

• Installation of new software provided through on-site technical support.
• File restoration and data backup (provided as part of AMS Tapeless Backup & Restore service).
• Setup of new devices, PCs or peripherals provided through on-site technical support.
• Spyware or virus cleaning from either servers or PCs provided through on-site technical support.

• Ongoing updates to Active Directory, Email, and Terminal Services for existing and new employees

• Printers, scanners, plotters connectivity and HW break/fix

Support cases not resolved with Level I or Level II Help Desk are escalated to the AMS service desk.  Once escalated to Level III, the Service Desk will coordinate on-site PC Break-Fix as necessary, continually updating the status of the service case and maintaining communication with the customer and using available AMS onsite resources.  Onsite labor rates for on-site PC Break-Fix may apply.