24x7 Live IT Support
NewVtech’s helpdesk specialists answer calls around the clock and can provide immediate support by "remoting into" your users' systems. This remote log in capability means our specialists are available to address issues or provide tutorials for Microsoft® applications—anywhere, anytime.

Each NewVtech customer receives a dedicated customer care team that is familiar with their network computing environment as well as their individual end user profiles.

With NewVtech serving as your IT helpdesk, you can expect:

• 24x7 support, 365 days a year
• Calls answered by desktop engineers, not a dispatch service
• A fixed monthly rate, regardless of call volume
• Improved fix time through remote diagnostics and repair
• Access to subject matter experts
• Satisfaction guaranteed

NewVtech’s customer care team is available 24 hours a day, seven days a week, 365 days a year to address any support issues you may experience. Our primary goal is to get your users up and productive as soon as possible.

Every NewVtech supported computer is equipped with remote management capabilities, a standard practice for Fortune 500 companies. "Remoting into" the computer to address issues significantly speeds repair time, since the customer care agent doesn't have to walk you through the diagnostics process.

And, for "how to" issues, the remote capability lets the user see the steps an agent is taking and makes it easier to pick up a new skill.

NewVtech’s helpdesk personnel are highly trained desktop engineers who would generally be considered Level 2 support agents. Most are certified in Microsoft®, Apple® and Cisco® technologies. This means the very first person you talk to will likely be able to resolve your issue. And if not, subject matter experts are standing by.

NewVtech’s Level 2 support is performed by customer care team leads, and Level 3 support is supplied by our engineering team, who have senior-level expertise in every aspect of an IT environment, including: Active Directory, e-mail, PC & Mac technology, server technology, computer backups and recovery, server backups and recovery, security and networks.

Desktop Technical Support
NewVtech’s customer care personnel will troubleshoot and resolve system problems relating to the operating system, printing, network services and hardware. The following are examples of system problems:

• I cannot print
• My computer is running slowly
• I need to retrieve a file that I deleted two weeks ago
• I need to synchronize my PDA with Microsoft Outlook® (when using NewVtech’s Hosted Exchange E-mail service)

Application Support
NewVtech’s customer care team will resolve feature, function and usage concerns for the operating system and software applications. The following "how-to" questions are examples of the problems we solve:

• How can I create a table in Microsoft Word?
• How do I change the shading of a cell in Microsoft Excel?
• How can I filter out junk mail in Microsoft Outlook?

We provide full support (Tier 1, Tier 2, and Tier 3) for the following applications:

• Microsoft Operating System
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Outlook
• Microsoft Explorer
• Microsoft Entourage
• Adobe® Acrobat Reader

Many of our customers provide our customer care personnel with lists of frequently asked questions and appropriate answers for applications that are pervasive in their organizations, allowing NewVtech maximum effectiveness when providing support on these "non-core" applications.

We will format these FAQ documents into our knowledgebase system to allow for easy navigation for our customer care specialists and to ensure a common format is maintained.

Our Goal is to Exceed Your Expectations
In order to ensure that our helpdesk service remains at a world-class level, NewVtech has contracted an outside vendor, Market Tools, to provide detailed Customer Satisfaction reports on a monthly basis. Market Tools surveys, tracks, and measures our end-users' satisfaction across many different parameters, such as helpdesk agent knowledge and timely resolution of customer issues.

For more information, we invite you to contact us today.