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TEKDESK 3.51: LIVEREPAIR.COM RELEASES AN IMPROVED MULTILEVEL HELP DESK SUITE
Using TekDesk 3.51, LiveRepair.com's partner companies can now create
co-sourced, multilevel solutions where outsourced support personnel and
in-house IT staff can seamlessly share unified help desk tools, thus
providing guaranteed 24/7 technical support cost-effectively.
THORNWOOD, NY - Sept. 3, 2003 (Send2Press Newswire) -- LiveRepair.com has
introduced an unrivalled multilevel remote help desk solution for its
corporate clients with the release of TekDesk 3.5. TekDesk 3.5X is the new
generation of its help desk software and represent the culmination of a
two-year dedicated development effort by LiveRepair.com's R&D team to
deliver a high-quality, yet affordable outsourced technical solution for
companies of any size, especially having in mind small- and mid-sized
system builders and integrators, VARs, and IT consultants.
The key difference of TekDesk 3.5X from its predecessors is that it
enables multilevel, multilocation help desk configurations. The
introduction of a multilevel TekDesk system is a major improvement in
providing LiveRepair.com's partners and clients with an outstanding
support solution. IT support companies and IT support departments no
longer need to solve the dilemma whether they need to outsource some
levels of IT support or purchase or lease remote access tools to provide
remote support by in-house technicians.
The new features of the TekDesk 3.51 suit perfectly well those companies
that would like to add their own help desks to augment the 24/7 TekSource
technical support service provided by LiveRepair.com. With TekDesk 3.51,
LiveRepair.com's partners are now able to use two or more levels of
customer support. On the first level of the new TekDesk suite,
LiveRepair.com's partners are guaranteed a superior quality diagnostic and
troubleshooting service on software and hardware products supported by
LiveRepair.com's TekSource service, such as operating systems and office
applications. While call escalation was introduced in version 3.2, now
partner companies can utilize the same troubleshooting tools that are used
by TekSource technicians to provide higher-level support to their clients.
Whenever a customer's question falls outside the list of products
supported by the TekSource service level agreement (SLA), the second
support level provided by a LiveRepair.com partner takes on the case.
Therefore, LiveRepair.com specializes in so-called Tier 1 support, while
LiveRepair.com's partners handle requests that are related to the products
that fall outside the scope of the SLA, such as proprietary or unsupported
accounting software, for example, or require higher-level, so-called Tier
2 support. "The Tier 1 and Tier 2 support levels together create a unified
working environment and workflow in one integrated system," says Vitaliy
Bandura, LiveRepair.com's Chief Software Architect. As a result, companies
using TekDesk 3.51 will double the confidence of their clients in
obtaining instant, high-quality help desk service and broaden the spectrum
of supported hardware and software.
As well, TekDesk 3.51 can be used by other companies on an ASP basis as a
standalone application to enhance productivity of their IT support
The best features of the preceding versions were incorporated in the
TekDesk 3.5X series. IT companies that need to accept online payments for
remote support services can use LiveRepair.com's secure payment gateway.
All private-label help desk installations feature an extended list of
customization options, which insures that the end-users of support
services are under the impression that the service comes directly from the
partner. LiveRepair.com now also enjoys the benefits of the improved
online tracking and reporting system, which leads to better overall help
"The new TekDesk suite is dedicated to satisfying the remote support
requirements of the grossly underserved segment of small and medium IT
companies, such as VARs, IT consultants, ISPs, system builders and
integrators, software developers, and OEMs," says Larry Sheremetyev,
LiveRepair.com's Director of Business Development, Marketing and Sales.
"By offering TekDesk 3.51 to the IT help desk market, LiveRepair.com has
been aiming at bridging the gap between standalone help desk solutions and
personalized, face-to-face IT service. To our clients and partners, it
means killing two birds with one stone: a premium 24/7 IT support service
plus great ASP-based remote support tools for use by their IT staff.
TekDesk 3.51 offers unmatched possibilities to our corporate clients in
totally satisfying their customers' instant support needs."
TekDesk 3.51, bundled with the state-of-the-art TekLink client-side
module, is available for partner companies of virtually any size and
resources, since LiveRepair.com currently does not charge any upfront fees
and provides partners with full customization of service.
LiveRepair.com, founded in 1999, provides cost-effective 24/7 PC technical
support and maintenance services online for individual users and
enterprises. Combining the automated remote PC diagnostic software
created by LiveRepair.com with high-quality technical support from
seasoned computer support experts, LiveRepair.com offers round-the-clock
service at affordable prices. LiveRepair.com pays special attention to
the needs of small office/home office users (SOHO), small- and
medium-sized enterprises (SMEs) - the segments traditionally underserved
by large companies.
LiveRepair, LiveRepair.com, TekDesk, TekLink, TekRemote, TekChek, and
TekOnline are trademarks of LiveRepair.com, Inc. All other trademarks are
property of their respective owners.
Source of News:
New York Business News
Internet Technology Newswire
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