At Brazen Technology, we can offer you End User, IT Staff, and Custom support programs that can be tailored to address your specific support needs. Our friendly and knowledgeable certified professionals are available to help speed resolution for all your common IT problems.

The Brazen Help Desk is the entry point for all your technical service requests. The Brazen Help Desk is responsible for managing your service requests, providing resolution and/or escalating unresolved incidents as needed. Escalated incidents may continue to be addressed remotely; or if necessary, a field technician will be dispatched for on-site assistance and resolution.

The Brazen Help Desk uses an electronic system to ensure successful and accurate tracking of all requests. Our current process allows for, but is not limited to the following:

• Associating requestor's contact information with the incident
• Logging all relevant incident information and history within the ticket itself
• Escalating calls as defined in the Service Level Agreement (SLA)
• Capturing and referencing problem resolutions so that future incidents can be resolved quicker
• Identifying and tracking global problems independently so that may be associated with multiple incidents
• Creating custom reporting which can be used to track trends and identify areas for improvement

The Brazen Help Desk can include any one or a combination of the following programs:

Branded Help Desk

Brazen also offers Help Desk services in which calls can be handled as if our staff were your staff. Instead of "Thank your for calling the Brazen Help Desk," calls can be answered "Thank you for calling the 'Your Company' Help Desk." Prior to implementation, Brazen works with the you to clearly identify the supported systems and applications. We create the applicable reporting requirements and define an appropriate Service Level Agreement (SLA). Depending on the defined scope of services, Brazen can offer you either dedicated personnel or shared personnel.

In order to provide for a smooth transition to a Branded Help Desk, we always plan for a ramp-up period prior to going live. During the ramp up period the following items are addressed:

• Infrastructure planning including phone sytem needs
• Recruitment & personnel requirements
• Documentation & process flow
• Training needs
• Reporting requirements