Resolving a computer problem immediately is vital to every business. The time until the engineer comes out to the site and resolves the problem takes away valuable time you could actually work. As part of the maintenance contract DSS offer the remote support solutions in order to ensure the best possible resolution of your IT problems. DSS use GoToAssist, a remote support solution, which enables the engineer to remotely log on to the customers’ computer.
Benefits of remote access and support using the GoToAssist solution are:
- Improved first call resolution
- Complete Data Privacy
- Firewall Integrity and Compatibility
- 100% End-User Permission based and controlled sessions
How the system works:
Step 1:
Our customers can move directly from a phone call with one of our Engineers to a remote-support session. To do so, the Engineer provides the caller with the Web portal URL and a unique connection code to begin the remote-support session.
Step 2:
Our Engineer is able to immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools.
Step 3:
At the end of the session, we ask our customers to provide input on the support experience, enabling DSS to constantly improve our service.