Desktop & User Care

The Innovation Desktop Platform: A Human Approach to IT Support

Empower your staff by giving them direct access to Innovation’s unlimited phone and remote support. Our Flat-Rate resolves the issue of having to wait for approval to increase IT support costs. With Desktop & User Care, we generate detailed inventory reports and configurations related to all the preventive maintenance activities conducted through the Innovation NOC. We track serial numbers, license expirations, warranties, vendor information, detailed service responses and much more. The platform comes with a built-in scripting engine and can also be used to deploy software applications remotely and automatically.

Features that are included in our Managed Desktop Care service include:

On-Site 24/7/365 Emergency Support

Unlimited 24/7/365 Phone Support

Secure Remote Control Software

24/7/365 Help Desk Support for your End-Users upgrade available

Fully Managed Anti-Virus and Spyware Monitoring, Maintenance, and Removal

Available to Unlimited Onsite and Remote Support under User Care

No IT question is too small for our Help Desk

With our Desktop & User Care, your end-users can create service tickets without having to worry about costing your company extra money. Instead of wasting time struggling with frustrating IT challenges, your staff can call us and have the issue resolved without causing themselves headaches. Our helpdesk is staffed with experienced Level 2 Engineers with years of desktop and server support experience, meaning they͛re able to help your staff resolve any type of issue within a matter of minutes.

For no extra charge, we offer 24/7/365 phone support for after-hours and weekends. When phone and remote support aren͛t enough to resolve an issue, a technician is dispatched to your location. On-Site Support is available 9 am – 5 pm EST, and 24x7x365 Emergency On-Site Support is available as well.

When an issue cannot be resolved remotely, a technician will arrive on-site with the tools and resources to resolve the issue at hand, at no extra charge. This would be the case for hardware issues, issues involving a lack of connectivity to the network or Internet, and anything else that requires a physical set of hands on-site.

Whitelisting & Blacklisting of security patches

Our NOC service provides a list of Whitelisted and Blacklisted patches (Critical security patches for Microsoft OS and applications).

Our Desktop Team conducts Internet research and testing of patches on test beds to ensure stability and compatibility. Once patches are approved, the Directive NOC deploys them onto the client network. You can also specify to bypass this service and apply patches immediately. Either way, you’ll be sure that your systems will be up to date and securely patched.

Our NOC also ensures that anti-virus signatures are up-to-date, keeping your users and network safe from the latest threats.

Intelligent Desktop Agent

The Innovation Desktop Agent comes equipped with jobs to update Anti-virus signatures, delete temporary files, scan and remove spyware, and more. Each of these is a pre-scheduled activity that is run automatically in low priority mode whenever the machine is available, whether it is connected to the network or anywhere on the Internet. This ensures that your workstations are secure, patched, and running at optimum efficiency, so your users can maintain their productivity.

The Desktop Agent also gives you the choice of allowing your users to remotely connect to their PC from anywhere, giving them the ability to work while they are away from the office. Your users will simply be able to log into a web page with a username and password, allowing them to log into their workstations. No additional software is needed, and the connection is secure.