Deskside Services refers to tasks requiring direct interaction with users, either remotely or onsite. Most Deskside tasks can be handled remotely, though a task listed in the remote section may require an onsite visit to complete (for example, an Outlook access issue may be resolved remotely if it’s software-related, but may require an onsite visit for a bad network cable).

What’s included in Remote Resolution:

  1. Basic workstation and Microsoft Office troubleshooting (note: the list below is not exhaustive):
  • Remote hardware examination
    1. CPU:
      1. Temperature
      2. Speed
      3. Multiplier
      4. Cores
      5. Model
      6. Overclock availability
    2. Available RAM:
      1. Amount installed
      2. Any dead sticks
      3. Ability to install more RAM
  • Hard disk health:
    1. Speed
    2. Space
    3. Average usage
    4. Number of drives
  1. Port availability:
    1. Number of available, used, and total ports
    2. Port type
    3. Inactive or disabled port check
  2. Dead devices:
    1. Determination of whether there any dead installed devices
  3. Unrecognized hardware:
    1. Determination of whether there is any installed hardware not recognized by the system

 

  • Drivers for hardware:
    1. Confirmation that all drivers are installed and up to date.
    2. Determination of whether new drivers available.
  • Firmware check:
    1. Whether it up to date, or updates are available
  1. Graphics card:
    1. Verification of model being used
    2. Determination of whether an additional graphics card is installed
    3. Determination of whether an application is using onboard instead of an installed graphics card
  • Software checks for :
    1. Conflicts
    2. Resource usage
      1. Updates and patches (whether software is up to date or new patches available)
  • Software auto repairs:
    1. Attempt to run the auto-repair or re-install feature if it is included in the software.
  • Disk drive review and cleanup:
    1. Number of drives present
    2. Available space on drives
  • Drive health
  1. Removal of temporary and/or superfluous files
  • Startup program tuning:
    1. Enabling or disabling of programs on computer startup
  • Windows service adjustments:
    1. Setting services to start automatically
    2. Disabling services
  • Setting service dependencies
  • Process review and remediation:
    1. Resource usage
    2. Process monitoring via Atera
  • Runaway process termination
  1. Tracing/software location
  • Background application review.
  • Disk defrag.

 

  • Domain synchronization issue remediation:
    1. Removal of workstation from domain
    2. Joining of workstation to domain
  • Adjustment of workstation/domain clock synchronization
  1. DHCP and DNSs source adjustment
  • Database connectivity testing and remediation.
  • Microsoft Office suite repair:
    1. Auto repair
    2. Online repair
  • Reinstallation
  1. Individual program troubleshooting
  2. Feature troubleshooting
  3. Account resynchronization
  • Microsoft technician engagement
  • Software reinstallation.
  • Web connectivity.
  • Web browser adjustment:
    1. Chrome
      1. Extension installation
      2. Homepage setup
      3. Clearing of browser history, cache, cookies
      4. Extension removal
      5. Toolbar removal
      6. Website compatibility adjustments
      7. Stored passwords
    2. Internet Explorer
      1. Extension installation
      2. Homepage setup
      3. Trust setting adjustments
      4. Advanced feature configuration
      5. Security setting adjustments
      6. Clearing of browser history, cache, cookies
      7. Extension removal
      8. Toolbar removal
      9. Website compatibility adjustments
      10. Stored passwords
  • Firefox
    1. Add-on installation
    2. Homepage setup
    3. Clearing of browser history, cache, cookies
    4. Extension removal
    5. Toolbar removal
    6. Website compatibility adjustments
    7. Stored passwords
  • Registry cleanup:
    1. Cleaning of registry using CCleaner
    2. Minor registry adjustments, if required
  • Superfluous file checks and removal.
  • Windows update patching:
    1. Update installation
    2. Update removal
  • Workstation system rollback:
    1. Restoration of workstation to last known good configuration
    2. Restoration of workstation configuration back to a requested point
  • File migration to improve performance:
    1. Moving of software files to SSD
    2. Removal of unused or unnecessary files to free up space
  • Moving files from server to local machine
  1. Moving files to a file server for sharing or access
  • Reallocation of resources:
    1. Giving certain processes higher or lower priority
  • Default setting of browser, PDF application, word processing application, etc.

 

  1. Software installation and configuration
    • Installation of new software.
    • Installation of stored company software.
    • Configuration of somesoftware such as Word or Outlook.

 

  1. Peripheral troubleshooting
    • Troubleshooting of external peripherals such as, but not limited to:
      1. Mouse
      2. Keyboard
  • Headset
  1. Monitor
  2. Drawing peripherals
  3. Cable converters
  • Mounting stations
  • Multi-ports
  1. External hard drives
  2. Thumb drives
  3. Webcams
  • Microphones

 

  1. Basic tutorial on Microsoft Office applications
    • Tutorials on basic Microsoft tasks such as creation of a new Work document, changing fonts, adding bullets, deleting emails, archiving emails, creating a new slide show, etc.

 

  1. Remote printer installation, queueing, configuration and drivers for users
    • Installation of new network printer.
    • Installation of new drivers.
    • Setting of default print settings.
    • Removal of stuck print items.

 

  1. Printer connectivity issues
    • Reinstallation of printer.
    • Driver installation.
    • Network connection.

 

  1. Administration privilege elevation for devices and peripherals
    • Addition of user as local admin.
    • Remove of user from local admin.
    • Assignment of default admin requirements for applications.

 

  1. Network drive mapping
    • Addition of new network location to a user’s mapped drives.
    • Removal of network location.
    • Creation and removal of shortcuts.

 

  1. VOIP troubleshooting
    • Engagement of service provider.
    • Connectivity troubleshooting.

 

  1. Small file restoration

 

  1. Mobile device email configuration
    • Installation of Microsoft Office applications.
    • WiFi access set up.
    • VPN configuration.

 

  1. Internet speed testing

 

What’s included in Onsite Resolution:

  1. Printer connectivity issues requiring onsite service (note: the list below is not exhaustive):
    • Loose cabling.
    • Network connectivity:
      1. IP address conflicts
      2. DNS settings
    • Addressing of problems which could not be resolved remotely.

 

  1. Network and Internet failures
    • Troubleshooting of end-user related issues from the wall port to (and including) a user workstation.
    • DHCP setting check.
    • DNS settings check.
    • IP configuration.
    • Clearing of stored states/tables such as caches, cookies, DNS, legacy IP addresses, etc.
    • Cable troubleshooting and remediation.
    • Network interface card (NIC) troubleshooting and remediation.

 

  1. IMACD-A
    • Installation or replacement of peripherals:
      1. Mouse
      2. Keyboard
  • Monitor
  1. Headset
  2. Printer
  • Employee workstation setup.
  • Employee workstation move (on premise).
  • Printer relocation (deskside models only).
  • Cable routing.

 

  1. Uninterruptible Power Supply (UPS) failure
    • UPS replacement.
    • Basic troubleshooting and remediation:
      1. Battery check
      2. Wet/dry test
  • External damage inspection
  1. Workstation, peripheral, and mobile device email set up for one user
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