Whether it’s in the field or on the phone, Sonoma Technology Partners has you covered and it begins with our IT Service Desk.
We can reduce the amount of time it takes to make a request, the time it takes to respond to it and the time it takes to properly manage and organize everything that needs to happen in between in order for it to get resolved. No more paper work orders. No more being expected to remember multiple verbal IT requests. Our web-based request tracker offers:
- Fast Resolution
It’s all about the details…
With a customized privilege system, only those who need access have access and only those who should see certain activity or information can see it. This reduces the information clutter for the requester while ensuring that key information can still be tracked.
Queues and Custom Fields
Organize requests by any type or function. To further organize and track things we can also assign custom fields. For example, have one queue each school in your district and a custom field designating what type of service the request relates to.
Rather than forcing users to log in and learn an unfamiliar web form, they can create a request by simply sending an email to a support address.
Furthermore, our system coordinates sending messages to all the people associated with the request. This ensures that no one gets left out of any important parts of the conversation.
Templates and Auto-Reply
Our request tracking system allows us to use custom templates and actions based on specific events, this includes the ability to auto-reply when a ticket is created or to notify a requester when their issue has been resolved.
Ownership and Accountability
Taking or being assigned a request gives ownership to a person. It then is their job to see that the tasks required are completed or to delegate the request to someone who can.
Combining ownership with an (optional) resolution email sent to the requester helps to create ground level accountability.
Combining privileges with shared queues promotes teamwork that helps ets things done. Rather than visiting a site to do your own tasks, with a shared queue you can see what else is open and handle it accordingly. This ensures that the ball always gets moved forward as circumstances allow.
Queries and Graphs
With a rich set of data in hand of requests, their associative information such as status, priority, dates and other information, it would be a waste not to put it to good use. Our tracking system allows you to perform advanced queries and to create graphs to richly display that information. You can also export the data for processing outside of the interface.
Want to save yourself the trouble of logging in every morning just to get a list of the requests you own sorted by priority and then last updated date? With our request tracker you can have the system automatically email you this and any other report on a regular schedule.
Like our network monitor, we’re always looking to improve things. For example, our system includes Priority based coloring, Link Status based coloring, GANTT Charting of requests, Gravitar integration, Google Calendar integration, Knowledgebase Articles support and an Asset Tracker to name just a few.
Backups, Backups and yes… Backups
Our request tracker server is covered under a 5 9s SLA in an industry leading data center. We image it nightly and weekly allowing us to bring it back online in minutes if there is ever an issue. In addition, we snapshot the database multiple times per day.
You can call us you have a problem. We can fix most problems remotely, so that you can be back up and running without having to wait for a technician to come to your office. We can help with server, desktop and network issues. Have an urgent problem? Call (707) 861-0122 to speak with someone right away. When you or your staff calls for technical help, we pride ourselves on fast if not immediate response times.
Remote System Support
We proactively update, back up, and manage all your computers and servers remotely. Your critical devices are monitored and issues can be spotted and fixed before they can cause any type of problem. You can rest assured knowing your vital data and IT systems are being monitored and protected 24/7 from our remote support center.
Custom Knowledge Base
We provide a dedicated team of technicians to each client, so the engineer that responds is familiar with your site. We get to know your staff, and they know us. We’ll work with you and your team to create a custom knowledge base that includes retrievable documentation on the following:
- Issue escalation protocols and contacts
- After-hours support strategies
- Device location / IP addresses / MAC addresses
- Inventory and network topology schematics
- Support documents for critical applications
- Static IP databases
- Common issues and resolutions for both hardware and software
With this information stored and readily available, we can ensure that issues are solved as quickly and efficiently as possible, and that common problems are communicated to you for more proactive resolution.
Do you know what you have? Tracking assets is critical to maintaining a cost-effective IT infrastructure. STP provides remote IT asset tracking assistance that enables us to perform automatic IP scans of your network. Our systems can track warranties, software, software license compliance, and allows us to provide license consolidation. Many companies waste hundreds of dollars a year by not accurately tracking their assets. STP can centralize your IT asset inventory, provide accurate discovery and management, and then provide detailed reports to view all your technology assets.
Sonoma Technology Partners’ Asset Management Program gives you the tracking tools you need:
- Analysis on company software versions
- View detailed reports about software and hardware assets
- Schedule software and hardware updates easily
- Avoid time consuming and costly manual asset management
- Spot end-of-life hardware and remove it
- Maintain accurate inventory reports