“Our team provides a comprehensive and fully managed IT solution for businesses in the Los Angeles Area with 15 – 250 employees”
We help our clients stay focused on their business, not on IT issues. The CAM ‘Peace of Mind” support agreements are built on consistent onsite appointments, a 24 hour help desk for remote support, continuous monitoring, as well as our very own CTO service to provide insightful reporting, consultations, and proactive recommendations.
Help Desk & Engineer Level On-Site, Phone, & Remote Support
There are many ways to request assistance from our Helpdesk. Our clients can reach the helpdesk by email, phone, website, sms, and chat. All trouble tickets are immediately reviewed, assessed, and assigned to the the appropriate IT engineer. Throughout the life of the issue, a supervisor is also assigned to ensure compliance with procedure and timeliness of resolution.
The CAM Helpdesk Supervisor evaluates the needs of each user and the issue at hand with the understanding of the operating environment of the user’s network and his/her past history. No issue and no ticket is ever a standalone items for us. The Helpdesk Supervisor evaluates the IT service need of each user in relation to the entire network. This is our approach to everything and anything we do for our clients: “Always evaluate every issue Globally.”
Once an accurate understanding of the issue is achieved, our CAM Helpdesk Manager assigns the task to the appropriate engineer with the appropriate knowledge base and event history, making the resolution path cohesive, well planned, and understood.
Throughout the entire resolution process our Helpdesk staff, managers and engineers, stay in contact with the end-user and other appropriate client staff to ensure that the IT requests are well understood and the solution timeline is agreed upon. CAM’s Helpdesk is designed to bring a reliable, consistent, and expedient answer to our clients’ IT service’s needs.
Without a timeframe for the communication and solution process that is set and understood by the end-user and our staff, no success can be achieved. One of our critical success factors for the entire client relationship is the speed of Helpdesk solutions and the consistency of communication during that process. Our Service Level Agreements (SLA) assist us and the client to fulfill client expectations in minutes, not hours or days.
Years of experience, planning, and research allows us to have a well-documented wealth of knowledge on a very large pool of issues and problems. In addition to technical solutions knowledgebase, our research function documents and develops a custom knowledgebase for each process that our clients need in their IT operations. This allows our engineers and managers to become deeply familiar with client infrastructure and process needs. Consequently when the Helpdesk delivers issue and ticket resolutions, they tend to take less time, be more reliable and more in tune with the rest of the client’s IT network and systems.
The CAM Business Solutions IT Helpdesk is staffed by Managers that oversee compliance with timelines of SLA, proper execution of policies, knowledgebase, and timely communication with clients. Managers serve as points of escalation when clients need additional assistance. Our managers have personal relationships with Clients’ management and staff. Our personal approach to IT Systems Management is a critical success factor to delivering a comprehensive solution that allows our Clients to know that they are taken care of technically and systemically.
- Network Equipment
- 4 hr Response Time by Phone (Monday – Friday 8AM to 6PM PST)
- 24/7 Emergency Contact Line
- End-User Email Support
- Microsoft & Common Office Applications Product Support (See Full List Here)
- Support For Your Applications Available
- Staff Training – Hardware & Software
- Software Licensing, Management, & Compliance
- System Inventory, Asset Management, PC Aging, & Outdated Hardware Replacement
- Critical Network & Server Monitoring
- Internet Connectivity Monitoring
- Standardization of Workstation Setup & Configuration
- Loaner Equipment for PC’s, Server’s, & Printers
Proactive Remote Maintenance
- Monthly Remote Computer Cleanup
- Review & Install Microsoft Windows & Security Updates
- Review & Update Antivirus & Anti-Spyware Programs
- Review Event Log for Critical Errors
- Remove Unnecessary Startup Programs
- Defragment Disk Drives
- Check Memory, Hard Drive, & CPU Usage
- Web Browser Data & Cookies Clean-Up
- Registry Clean-Up
- Delete Temporary Files