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Remote Technical Support

IT SERVICE DESK & CONSUMER ELECTRONICS TECHNICAL SUPPORT SERVICES

OTD provides multi-channel (call, chat, email, web) services to both businesses and consumers in support of a variety of devices, software and connectivity issues.


IT SERVICE DESK
  • Hardware diagnostics
  • Operating system configuration / troubleshooting
  • Standard software functionality / troubleshooting
  • Custom software functionality / troubleshooting
  • Connectivity support (VPN, LAN/WAN)
  • Password resets, user profile management

CONSUMER ELECTRONICS
  • Device troubleshooting
  • Setup / Install services
  • Functionality support
  • Warranty support
  • Parts replacement
  • Up-sell / Cross-sell

OTD follows an ITIL methodology for Incident, Request, Problem, Change and Configuration services and our solution has the added flexibility of utilizing service management tools provided by OTD, or by our clients if they have already made an investment in an ITIL-based toolset.

Our toolset includes a robust integrated Knowledge Management portal that can be configured to allow access by our client's employees and consumers, allowing for self service opportunities. The system also includes customizable reporting, roles-based dashboards and ad-hoc capabilities for continuous improvement and call driver analysis.