• 24 x 7 Help Desk and Support Service
24 x 7 Help Desk and Support Service
 
 

10+ years experience project manager(s)

BROCENT Project services team helps deploy the right technology solutions and uplift customers' business efficiency

Our China-based 24×7 Help Desk Centers Solve Problems Quickly

Let us provide you a China based and staffed, customized Help Desk team using ITIL-based best practices, without capital investment, staff retention issues, trouble ticketing system or infrastructure requirements. Have your IT staff focus on your business issues while we support your end-users around the clock.  Our 24×7 Help Desk Service Centers are located in Shanghai China.

By leveraging 24×7 Help Desk services, organizations avoid spending time and resources on training, expensive trouble ticket systems, and support costs for PC’s, MAC’s, mobile, email, VoIP, networks, servers and Office Suite application support.  Our goal is to help your team leverage technology to be more productive.

Live Technical Support Teams 24×7 in Four Service Centers

We currently operate 24×7 Help Desk centers in Beijing, Shanghai, Guangzhou and Hongkong that use ITIL compliant processes and advanced IT management toolsets. Over 90% of all Help Desk service calls are answered within 40 seconds (industry leading).  Our Help Desk teams are organized by customer, so they become familiar with your systems and your people. Incidents are resolved by our remote services team or an on-site visit by one of our experienced engineers. We’ve got you covered.

Our 24×7 Help Desk is staffed with Tier 1, Tier 2, Tier 3, and Tier 4 IT engineers experienced in dealing with problems of any complexity.  These trained IT professionals use sophisticated processes and systems to resolve your issues quickly. You get quicker resolutions, less downtime and more productive users. Additionally, almost every one of our clients has reduced their IT Help Desk operating costs.

Expert IT Professionals with a Broad Array of Skills

As users “Bring their own Devices,” (BYOD) and technology evolves does your IT Help Desk staff have the “depth” of skills necessary to support Office 365, mobile devices, virtualization, VDI, compliance requirements, security, and disaster recovery to name a few disciplines.  We do.

Instead of keeping up with the latest technologies (training budget) or hiring new IT staff skilled in a particular area (which may be hard to find) let BROCENT provide you the 24×7 Help Desk services you need for each of the skillsets you require.  Gain the experience of IT professionals, over 150 individuals with certifications in over 70 disciplines.  You may only need a resource when a specific problem occurs, but this support could make all the difference.

24×7 Help Desk Services Include:

  • Calls answered by skilled technical support engineers 24x7x365, not an answering or dispatch service
  • Above industry average First Call Resolve (FCR) rate and <40 second hold times
  • World Class CAN DO customer service commitment for every request
  • Our 24×7 Help Desk professionals strive to exceed client expectations on every call
  • Any combination of on-site, dispatched or remote help desk services (staff augmentation)
  • Access to your own secure self-service portal to request assistance and view status of tickets
  • Private label service and portal branding available
  • Access to three redundant Help Desk centers in different states
  • Dedicated Account Teams
  • Support for desktops, MAC’s, laptops, servers, MS exchange, VoIP sets and mobile devices
  • Support for multi-location environments, including most international locations
  • Tiered service level support with custom Service Level Agreements (SLA) requirements, are available
  • All popular operating systems, hardware and software platforms supported
  • Remote workstation management available, (including remote troubleshooting of MAC, Windows and Microsoft Office)
  • ITIL-based incident and problem management toolsets and processes utilized
  • Remote control license support
  • New machine setups and training if needed
  • New employee onboarding training and exit services
  • Change management and Configuration management support
  • Ability to manage multiple devices at various locations connected to multiple clouds and carriers
  • Incident and Problem management through an advanced trouble ticketing platform
  • Ticket management and vendor liaison for third party and carrier issues
  • Index logs for all critical IT services including remote access logs
  • Comprehensive customized monthly reports detailing key SLA metrics and 24×7 Help Desk response times

 

Don’t be at risk because you don’t have the skillsets and the Brocent coverage to run your IT infrastructure in a 24×7 environment. Contact Us now to learn more.


  Please see our partial list of completed office setup clients below.

 
 

Banco Bilbao Vizcaya Argentaria (BBVA) is a multinational Spanish banking group. The group offers individual and corporate customers the most complete range of financial and non-financial products and services. BBVA is the second largest bank in Spain and 7th largest financial institution in the Western world. Jointly with Hong Kong partners, we've delivered the turn-key IT project management service for client's new office in Shanghai, 

 
 

Sanofi , a global healthcare leader focused on patients’ needs, with diversified offering ofmedicines, consumer healthcare products, generics, animal health and ...Jointly with international service provider Allied& Neuron, BROCENT delivers the IT Security/Project Management service for nineteen plants in Asia Pacific areas.

SERVER &DESKTOP MANAGEMENT

We proactively update, back up, and manage all your computers and servers remotely. Our server and desktop management team monitors every aspect of your network, and issues can be spotted and fixed before they can cause any type of problem. You can rest assured knowing your vital data and IT systems are being monitored and protected 24/7 from our dedicated 		IT HELP DESK SUPPORT

Get live support via telephone or through the Internet 24 hours a day, 7 days a week. You can speak to an Brocent IT Help Desk Support employee here in China if you have a problem. We can fix most problems remotely, so that you can be back up and running without having to wait for a technician to come to your office. We can help with server, desktop and network issues. Have an urgent problem? 
IT REMOTE SUPPORT

Brocent IT Remote Support service is available 24/7. Around the Token support makes it possible for engineers to take care of any IT system issues as soon as they are discovered. If any part of your organization’s IT systems develop a problem, all your organization needs to do is call our IT Remote Support service and report the issue. At that point, Brocent will remotely access your organization’s IT systems and initiate Remote Support to address the problem. If we can’t resolve an issue remotely, on-site emergency support is always there when you need it. 		SERVER BACKUP SOLUTIONS

Server crashes can affect any business, and can stem from such mundane causes as human error, power outage and hardware failure.  And such technical failures usually affects dramatically the business utilization on Business application systems, for example Email system, File system, Security system and other office softwares. BROCENT CHINA provides their clients with server backup solutions for simple recovery of files, folder, and email data, but may be insufficient to address total server loss.

See How We've Helped Our Clients

Most of our clients do not want to hire an in-house IT support staff, or their demands do not warrant a full time IT guy. This is where Technology Support Hong Kong or China Mainland come in. We can be your outsourced technology support department and we can also be the back up for your in-house IT staff. Our team work on-site to ensure things are running smoothly, efficiently and securely. Your company may need us to come in on a weekly or monthly basis or just be on-call for unexpected emergencies.