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 With Vision Technologies’ (Vision’s) service desk solutions, we provide your users with the comprehensive IT support, and the technology and expertise they need to do their jobs and keep your business running smoothly. We provide life-cycle incident management including:
- Incident detection and reporting
- Incident classification and initial support
- Investigation and diagnosis
- Resolution and recovery
- Incident closure
With a staff of highly trained service desk technicians, Vision offers a proven track record of success, reliability and in solving IT challenges quickly and cost-effectively. Because we understand the importance and necessity of industry standards, we embrace ISO (International Organization for Standardization) standards, SOX (Sarbanes Oxley Act) compliance and ITL (Information Technology Infrastructure Library) framework principles in our services.
Our Approach & Benefits
Technological change and advances are happening at an increasingly rapid pace while businesses are working diligently to trim costs. Vision’s IT experts can work with you to cost-effectively keep your organization up to date with technology while enhancing the service desk experience for your staff to:
- Provide superior IT service quality
- Improve productivity by minimizing downtime
- Reduce and control IT costs
- Comply with quality objectives of your business
- Provide flexibility with services tailored to your needs.
 Customer Call Centers/Help Desk
For data center customers without a physical presence, Vision provides staff augmentation and site assistance with IT requirements with a co-location hosting environment. We provide on-site, 24/7 IT support guided by contract deliverables and service-level agreements which ensure immediate response and service resolution. You have direct access to a team of certified on-site professionals who have extensive experience with enterprise data center software, hardware and applications.
Our Managed Service Desk services include:
- Advanced systems and network troubleshooting
- Security patches, updates and regular OS and hardware maintenance in conjunction with existing applications to ensure optimum operability and functionality
- Installation, replacement or removal equipment components (e.g. router/switches, internal modules or cards, disk drives, memory, etc.) that are hot-swappable and/or highly modular in design
- Full deployment of delivered infrastructure, including hardware, software, middleware, and related components complete with as-built documentation and testing
- Design, installation and implementation of new LAN/WAN or assistance in augmentation of existing platforms or networks
- Asset and inventory management
- Customer application software installation with default configurations or customized configurations
- Provide remote hands and eyes for a customer’s remote troubleshooting efforts
- Relaying equipment status and functionality via terminal, monitor or console connection
- Testing and certification of Ethernet and fiber optic cabling
- Media changes—swapping of pre-labeled, pre-ejected removable media types
- Adding, removing, or verifying circuit demarcation labels; labeling equipment and cable connections; standardization of naming conventions for documentation and management
- Packaging, shipping and handling customer equipment or RMA equipment
- Moving, securing, installing, replacing or verifying connectivity integrity for cross-connects and third party circuits.
- Establish or take down a loop-back on a carrier circuit to assist in remote testing
- Diagnostic and signal testing circuit with diagnostic equipment, including loop-back testing for Telco circuits (DS1 through OC-12, etc.)
- Critical data backup, data migration, virtual storage and/or restore operations
- Facilities management for spaces, power and bandwidth utilization.
Desktop Management
 Vision provides the full spectrum of desktop services related to acquisition, deployment, installation, integration, connectivity, and user-support services. The value of our desktop services is the productivity gained by experienced technicians and reliable equipment, connectivity, and services to support IT business requirements. Our Desktop Support services include:
- Requirements assessment
- Acquisition and asset management
- Integration and software support
- Installation and administration
- Client support and help desk services
- Training services
- Break/fix services
- Technology refreshment
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