FAQ

Remote Desktop Support

What is Level I Remote Desktop Service?

Level I Remote Desktop Support - The Help Desk Remote Desktop support team provides in call answering, troubleshooting, call logging and utilizes remote desktop connections for problem resolution. The Help Desk team utilizes the Geeks@Home & Work knowledge base and if necessary escalates to a senior Help Desk team member for problem resolution completion.

  • Workstation troubleshooting and triage
  • Support for Windows based desktops and supported applications (per list)
  • Support for custom/vertical applications if support documentation is provided
  • Network/Internet connectivity issues
  • Desktop peripheral hardware (non-hardware issues)
  • Printers, Keyboards, Monitors, Mouse, Barcode readers, etc
  • Use of Remote Control to resolve issues
  • Basic “how to” questions
  • Escalation
  • *Microsoft Windows and Apple workstations only

How is Level II Remote Desktop Service Different?

Level II Remote Desktop Support - The Server Support team is notified by Help Desk staff of a Server level problem and is assigned a trouble ticket. The call will be immediately transferred to a Server Support team member. If a Server Support team member is not available then the next available Server Support team member will make an out call to the customer.

  • Includes all support features of Level I End User Desktop Helpdesk
  • Server based password resets
  • User add, moves, changes in Active Directory
    • Remote access and proper authentication and level of access must be provided to help desk.
  • User Administration of MS Exchange or hosted e-mail applications
    • List of supported applications will be documented during on boarding process
  • Firewall troubleshooting (with documentation)
  • Server diagnostic and troubleshooting (OS Only)
    • The help desk will troubleshoot server operating system problems, document and recommend changes/patches to VAR.
  • Citrix server support (user session shadowing/cancelling)

Does Geeks@Home & Work Have Contract Terms? What Are The Contract Terms?

Yes. If you choose Geeks@Home & Work Unlimited Support a Month to month or year to year auto-renewing contracts are available with a 30 day cancellation notice required. Geeks@Home & Work also provides Flat rate support services without requiring a contract.

Why Choose Geeks@Home & Work Help Desk Support?

Geeks@Home & Work Help Desk Support provides an affordable technical call center that enables resellers to lower operating expenses while providing their customers with quality technical support. Calls are routed to the appropriate Help Desk analyst with the required skillset that is needed. Geeks@Home & Work Help Desk Support representatives greet customers in a professional and timely manner. All Geeks@Home & Work Help Desk Support team members understand that computer problems can be very frustrating and that reassurance and patience with customers is an essential part of the "job" of fixing computer problems.

What Languages Are Supported By The Geeks@Home & Work Help Desk?

Geeks@Home & Work Help Desk supports English 24/7; Spanish support is available during normal business hours.

What Is Unlimited Support?

Unlimited Desktop support is unlimited calls per user, per year on software and hardware products that comprise a desktop, PC or laptop.

How Are Help Desk Services Sold?

Choose services required from the Rates Page and call 1-888-433-5701 to setup the account.

Are Mac’s Supported? Are Standard Mac Applications Supported?

  • OS X Core
  • Internet/Network Connectivity
  • Desktop peripheral hardware (non-hardware issues)
    • Printers
    • Keyboards
    • Monitors
    • Mouse
    • Barcode readers, et

How Do I Become a Geeks@Home & Work Team Member?

Fill out an online application under the Career menu to apply to Geeks@Home & Work. *All Geeks@Home & Work employees are required to have a background check and drug testing performed prior to employment.

What Certifications Are Held By Geeks@Home & Work Team Members?

Geeks@Home & Work Analysts, Help Desk Techs, Network Engineers and Operations Management teams carry a variety of certifications. A few are listed below:

  • HDI Help Desk Manager Certification
  • STI Call Center Manager Certification
  • ITIL Best Practices
  • A+ Certified Professionals
  • Network + Certified Professionals
  • Security + Certified Professionals
  • Microsoft Certified Professionals
  • Cisco Certified Professionals
  • Novell Certified Professionals
  • Citrix Certified Professionals

What Hand-held Mobile Device Platforms Does Geeks@Home & Work Help Desk Support?

iPhone, iPad, Blackberry, Palm Treo and Windows Mobile devices are currently supported.

Are The Help Desk Calls Recorded?

Yes. A large number of calls are recorded each day for training and quality assurance purposes.

What Type of Training Is Provided For Analysts?

Newly hired analysts complete Geeks@Home & Work orientation and training programs that include; customer contact standards, ticketing systems, knowledge base efficiency standards and general policies and procedures. Newly hired Analysts are directly supervised by senior Analysts until they are deemed ready to perform all tasks without direct supervision.

Service Delivery

Does The Geeks@Home & Work ™ Help Desk Guarantee Resolution of Every Single Technical Issue?

The Help Desk cannot guarantee that every single computer problem or technical issue will be fixed by the Help Desk. Some computer problems may require onsite support. Geeks@Home & Work typically maintains a First Call resolution rate of 70%. Non-resolved technical issues are escalated to onsite service call technicians.

Can The Geeks@Home & Work Help Desk Support Custom Applications or Products Not Listed as Supported?

Yes. This may require speaking with a senior level Geeks@Home & Work Support Team member in some cases.

For Resellers: What Options Are Available For Help Desk Hours of Operation?

9 a.m. to 6 p.m. Monday through Friday or 24 x 7 x 365.

Will The Geeks@Home & Work Help Desk Go On-site To Perform Repairs?

No. All help desk team members are assigned to phone support only and do not perfom field work. Onsite techs can be dispatched if an onsite visit to resolve a problem is required. *A separate service charge will apply if an onsite service call is required.

Does The Geeks@Home & Work Help Desk Use Remote Remediation Techniques As Part of The Standard Remote Support Process?

Yes. Remote remediation enables Geeks@Home & Work to install missing patches, service packs and custom software through a remote connection. As long as the customer has broadband access and grants permission for remote control and remediation, remediation techniques will be performed.

What Remote Control Software Does The Geeks@Home & Work Help Desk Use?

VNC and TeamViewer.

Can Customers Request Support Via E-mail?

Yes. All requests will go to info@geekshw.com

Which Software Product Versions Does Desktop Support Cover?

Eligible software products are the current version of the software, and the two preceding versions of the current version. Geeks@Home & Work reserves the right to make changes to the supported product list without notice at Geeks@Home & Work sole discretion. **Custom hardware and software can be supported provided the sufficient support documentation is provided in advance and in an ongoing manner.

Desktop Help Desk Support Level I Level II
Workstation troubleshooting and triage
Support for Windows based desktops and supported applications (per list)
Support for custom/vertical applications if support documentation is provided
Network/Internet connectivity issues
Application & Database Monitoring
Desktop peripheral hardware (non-hardware issues)
  • Printers, Keyboards, Monitors, Mouse, Barcode readers, etc
Use of Remote Control to resolve issues
Basic "how to' questions
Escalation
Server based password resets  
User add, moves, changes in Active Directory
  • Remote access and proper authentication and level of access must be provided to help desk.
 
User Administration of MS Exchange or hosted e-mail applications
  • List of supported applications will be documented during on boarding process
 
Firewall troubleshooting (with documentation)  
Server diagnostic and troubleshooting (OS Only)
  • The help desk will troubleshoot server operating system problems, document and recommend changes/patches to VAR.
 
Citrix server support (user session shadowing/cancelling)  
*Microsoft Windows and Apple workstations only*
Administrative Infrastructure Help Desk**
Support for Microsoft server operating system administration
Support for server based program administration. I.e.: Exchange, Active Directory, Citrix, etc.
**Does not include any end user desktop support**

  • Spyware and Adware is billable – initial scan is supported, intrusive scanning is an additional charge
  • Custom applications should have a clear escalation to software vendor
  • Citrix Administration is limited to connection issues and user administration (no server work or application publishing)
  • OS and system updates are not included
  • Maintenance related to Daylight Savings Time is not included
  • Exchange is limited to individual issues provided we have mail configuration information and site issues can be escalated back to the Onsite Support.