The following Service Description covers the Amplify IT Service Desk solution and its components. For a full description of our overarching Managed Services covering response time expectations, implementation/onboarding, how we provide support, limitations and client responsibilities please start here.
Overview
The Service Desk features are dedicated to ensuring that every end user within a client’s organization receives the support they need when they need it. Amplify IT Service Desk includes 24×7 support for end users, so they have continuous access to support professionals, ready to assist with their issues.
Below is an overview of each key feature:
| Service |
Description |
| Standard Software & Hardware Support |
Comprehensive assistance for common office productivity tools, operating systems, collaboration software, desktops, laptops, printers, scanners, and peripherals. |
| Specialized Software Support |
ITS can support a client’s Line of Business (LOB), industry-specific or specialized software applications. For each application to be approved, ITS requires the client to provide ITS with existing operational support runbooks and authorized vendor support access. |
Each service is explained in the following detail.
Standard Software & Hardware Support
Amplify IT Service Desk provides comprehensive assistance for widely used software applications and platforms. This includes support with installation, configuration, and troubleshooting for common productivity tools, operating systems, and collaboration software. ITS support includes vendor supported software versions and hardware models.
Standard Software Support includes:
- Operating Systems: Windows, macOS, ChromeOS
- Productivity Tools: Microsoft Office Suite including Word, Excel, PowerPoint, Google Workspace including Docs, Sheets, Slides
- Browsers: Microsoft Edge, Google Chrome, Mozilla Firefox
- Email Clients: Microsoft Outlook, Apple Mail, Gmail
- Collaboration Tools: Microsoft Teams, Zoom, Slack, Chat
Standard Hardware Support Includes:
- Workstations: Desktop and laptop support for major brands including Dell, HP, Lenovo, and Apple
- Printers and Scanners: Support is limited to network connectivity and application printing issues for devices including from HP, Canon, Epson, and Brother. Hardware problems are excluded.
- Peripherals: Keyboards, mice, monitors, and external storage devices
How It Works
When an end user encounters an issue with Standard Software and Hardware (see section prior for definition of covered services) or encounters connectivity issues, they can contact ITS support in one of the following ways:
| Phone Support |
Immediate assistance via our support hotline. ITS Support can engage directly with the end user to initiate a support ticket and begin engaging to resolve the issue. |
| Online Portal |
A 24/7 self-service platform where clients can log and track issues. |
| Email Support |
For non-urgent support needs, clients can email ITS support. |
Frequently Asked Questions
- Can Amplify IT Service Desk help with software configuration? Our team can assist with configuring software settings to optimize performance and user experience according to individual needs and preferences. Configuration support is limited to the products listed on page 2.
- Does Browser support include browser plug-in support? No. There are a limitless number of plug-ins available, and many introduce security vulnerabilities and end users should be cautioned against these installations. As with specialized software support, if a specific browser plug-in is required by the client for their Line of Business application to function efficiently, ITS can work with the vendor to support that plug-in.
- Does Amplify IT Service Desk replace the need for the client to have vendor support? No. It’s important to understand that vendor support provides software patches, updates, hardware patches, critical security patching, and an escalation path when normal troubleshooting efforts aren’t successful. A client’s software and hardware must be under vendor support for ITS to escalate issues to the vendor on the client’s behalf.
- What software versions do ITS support? ITS supports vendor supported versions of software under Amplify IT Service Desk. If an end user has an issue with an unsupported version, we would be unable to escalate issues to the vendor. An upgrade to a supported version would be required if our reasonable effort to resolve the issue fails.
- What hardware models do ITS support? ITS supports vendor supported models of hardware under Amplify IT Service Desk. If an end user has an issue with an unsupported model, we’re unable to escalate issues to the vendor. An upgrade to a supported model would be required if our reasonable effort to resolve the issue fails.
- What expectations should we have for printer support? Printer support is limited to network connectivity and application printing issues for printer and scanning devices.
- Is there a difference in the level of support available during normal business hours compared to after hours? The level of support remains consistent, with all ITS support tiers accessible 24×7. However, the approach to resolving non-critical issues may vary as we prioritize immediate response to critical issues outside standard business hours.
Specialized Software Support
Recognizing the pivotal role that critical line of business (LOB) applications and custom-developed software play in our clients’ operations, our Specialized Software Support is designed to accommodate these essential applications. Whether it’s a widely used LOB application or a bespoke software solution tailored to specific business needs, we engage in a collaborative process with clients to ensure comprehensive support coverage relying on the client’s existing operational runbooks and vendor support. ITS cannot guarantee all-encompassing coverage for these applications.
Collaborative Scope Definition:
- Identification of Critical and Custom Software: Clients pinpoint which LOB and custom-developed software applications necessitate support from our Service Desk. This involves detailing each application’s operational significance, functionality, and any prevalent issues or user challenges.
- Provision of Documentation and Training: Clients are responsible for supplying detailed documentation for each identified software application, which should include insights into the software’s architecture, core functionalities, common troubleshooting steps, and user guides. Moreover, clients facilitate training sessions for our support team to foster a deep understanding of these applications.
- Agreement on Support Scope: A mutual agreement is reached regarding the extent of support our Service Desk will provide for these applications, including specific response times, escalation procedures, and bespoke support protocols as required.
How it works
When an end user encounters an issue with Specialized Software covered above, or encounters connectivity issues, they can contact ITS support in one of the following ways:
| Phone Support |
Immediate assistance via our support hotline. ITS Support can engage directly with the end user to initiate a support ticket and begin engaging to resolve the issue. |
| Online Portal |
A 24/7 self-service platform where clients can log and track issues. |
| Email Support |
For non-urgent support needs, clients can email ITS support. |
Ensuring Success Through Client Collaboration:
It is important for the client to continue collaborating with ITS on an ongoing basis regarding their specialized software applications to ensure ITS is kept current and we can continue to mature our offerings.
- Regular Strategy Meetings: Ongoing discussions between the client and our Service Desk leadership ensure that our support strategy remains closely aligned with the client’s changing needs and any updates to their applications.
- Feedback and Iteration: Client feedback on the support provided is crucial, offering a foundation for iterative improvement and adjustments to the support framework as necessary.
Frequently Asked Questions
- Does specialized software support include updates and upgrades? No. ITS can provide software updates and upgrades on a project basis to ensure clients benefit from the latest features and security improvements. Projects should include test environments to determine the impact on the end users, compatibility with other applications and hardware, documentation will need to be updated, and ITS support team prepared for the upgrade.
- Can ITS assist with specialized software configuration? ITS can assist on a project basis relying on the documentation created during the Implementation phase and with direct vendor support.
- Does Amplify IT Service Desk replace the need for the client to have vendor support? No. It’s important to understand that vendor support provides software patches, updates, hardware patches, critical security patching, and an escalation path when normal troubleshooting efforts aren’t successful. A client’s software and hardware must be under vendor support for ITS to escalate issues to the vendor on the client’s behalf.
- What software versions do ITS support? Only vendor supported versions of specialized software are covered under Amplify IT Service Desk. If an end-user has an issue with an unsupported version, we’re unable to escalate issues to the vendor under the client’s vendor support contract. An upgrade to a supported version would be required.
Return to Top
