24/7 Helpdesk & Network Operations Center (NOC) Services

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Help Desk

Quest provides flexible helpdesk solutions to manage incidents / changes, service requests, and assets for organizations needing supplemental or fully outsourced solutions. Quest offers two levels of helpdesk support to maximize your system uptimes, resolving over 70% of issues on the first call. We can help your days go more smoothly with 24/7/365 support, or provide weekend only support with our second option.

Off Hours Support

After Hours and Weekend Support is an off-peak hours’ helpdesk service. This service is provided after business hours and throughout the weekend, where after business hours are 5 pm to 8 am in one of the four US time zones. In addition to Call Answer services, Quest provides service helpdesk support to Windows and Mac systems, printers, third party hosted applications (with a valid license agreement), and best effort support for mobile devices. This service does not include patch deployment service.

24x7 Access

24x7 Support is a 24x7x365 helpdesk service. In addition to Call Answer and Proactive Maintenance services, Quest will provide full helpdesk support to Windows and Mac systems, printers, third party hosted applications (with a valid license agreement), and best effort support for mobile devices.

24X7 NOC Support

Quest offers three NOC options, providing the perfect fit for your organization’s support needs. Quest’s technical resources work as an extension of your team, with biweekly service reviews and in-depth business reviewed. Quest also provides detailed reporting metrics to validate our Service Level Agreement delivery efforts.

Basic NOC: Monitoring & P1 Resolution

Enhanced NOC: Basic NOC included + Monitoring & Maintenance

Premium NOC: Basic NOC and Enhanced NOC included + Total & Complete Management

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Service Delivery Management and Reporting Anti-Virus (A/V) Management
Desktop performance management
Administrative Scripting Policy Management
Windows, Mac and mobile support
Administrative tasks
Virus/malware removal
Software installations

Service Delivery Management and Reporting includes Service Level Agreement (SLA)

SLA management, service reporting, and strategies for Continuous Service Improvement to ensure the highest quality of service
*Mobile devices support is based on best effort only

Proactive Maintenance Services include:

Remote access via supported Remote Monitoring Management (RMM) tool - RMM Agent is installed to allow remote access
Patch Deployment Service, which includes Desktop Operating System patching
Hardware and Software Audit Services - Quest will audit and report on Hardware & Software Asset Management
Preventative Maintenance Reports, which include desktop maintenance Reports
Antivirus Software (A/V) Management Service, which includes signature updates and reporting
Desktop Performance and Capacity Management, which provides desktop performance monitoring via RMM
Limited Administrative Scripting, where Quest will manage Desktop Scripting via RMM

Support Services include:

Support of Windows and Mac systems plus best-effort support of mobile devices, including troubleshooting and resolution
Administrative Tasks Assistance Services, which includes removal of virus infections from workstations
Software Installation Services, which includes Installation of “off-the-shelf” software
Software requested by the client
SLA-based escalations

Administrative Tasks service requests* may include:

Single user account and group creation
Mailbox and distribution list creation
Password resets and unlocking of domain accounts
File/folder permission changes
Microsoft Outlook profile set-ups
Mobile device email setup and configurations, contact and calendar synchronization
File and Folder Restores
Spam filter changes

Supported Tasks

Installing hardware drivers for Windows
Installing security & service packs on workstations on demand with mutually agreed to approvals
Login assistance to local machine and/or Microsoft Active Directory
Diagnosing and fixing Windows/Mac security problems
Configuring internet and Local Area Network (LAN) connections
Configuring messaging clients to connect to enterprise mail providers, such as:
    •   Microsoft Outlook
    •   Mac Mail
Troubleshooting and fixing Windows error messages
Scanning and removing viruses, malware or spyware
Wi-Fi Client setup
Tasks Supported for mobile devices:
    •   Email configuration – ActiveSync and IMAP
    •   Data Synchronization to LOB IaaS provider
    •   Device activation and account setup
    •   Device features and settings
    •   Software/app installation

NOC Support Overview

You’ll be able to rest easy relying on Quest’s robust support. We work as an extension of your team, with biweekly service reviews and detailed analytic reviews. Our NOC was built to support our own infrastructure, so we provide in-depth reporting, flexible and scalable SLAs and vendor management.

Asset Management
Remote Monitoring
Application Deployment
Automated Monitoring and Alerting
Remote Access/Control
Issue Auditing
Maintenance Scheduling
Patch Management

Basic NOC

Monitoring & P1 Resolution
Full incident remediation
Vendor management during incident escalation
24x7 monitoring of event IDs, resource thresholds, and service availability
Real-time client and end-customer communication
Live phone support

Enhanced NOC: Monitoring & Maintenance

Basic NOC+

Remote restart of services by NOC
Full incident and problem resolution by NOC
Patch deployment by NOC
Discounted project services
Monthly server and device health reporting
Monthly network device firmware updates
Patch testing, blacklisting and whitelisting

Premium NOC: Total & Complete Management

Basic NOC+ & Enhanced NOC+

Proactive or on-demand server restart
Global policy troubleshooting
MS Exchange health check & defragmentation
MS Service Pack installation
New user configuration
Service request ticket handling
    •   96% Average Patch Compliance & Health
    •   100% Quarterly Backup Restore Testing
    •   97% Meet P1 SLAs
    •   94% First Call Resolution

Basic NOC - Monitoring Only

Basic NOC includes 24x7x365 event ID, threshold, availability, and service monitoring. If needed, our software agent will create a ticket in Quest's ticketing system and will follow as appropriate Customer’s defined escalation and notification processes. Quest will provide SLA-based priority ticket workflow and escalations, will audit managed networks, and provide audit reports.

Enhanced NOC - Servers

Enhanced NOC for Servers is a 24x7x365 maintenance service. In conjunction with the Basic NOC service, Quest will reactively restart services, as needed. In addition, Quest will provide whitelist-based server patching service to all managed servers. Quest will also provide antivirus management, including signature updates & reporting. Quest will audit managed networks and will provide audit reports. Quest will provide SLA based priority ticket workflow and escalations.

Enhanced NOC – Network Devices

Enhanced NOC for Network Devices is a 24x7x365 maintenance service. In conjunction with Basic NOC monitoring for Network Devices, Quest will audit managed networks, provide warranty and out-of-warranty reports, as needed. Quest will also contact managed network device vendors on Customer’s behalf to facilitate resolutions to managed network issues. Quest will provide SLA-based priority ticket workflow and escalations.

Enhanced NOC – Host or SAN

Enhanced NOC for Network Devices is a 24x7x365 maintenance service. In conjunction with Basic NOC monitoring for Network Devices, Quest will audit managed networks, provide warranty and out-of-warranty reports, as needed. Quest will also contact managed network device vendors on Customer’s behalf to facilitate resolutions to managed network issues. Quest will provide SLA-based priority ticket workflow and escalations.