Dell's Help Desk for SMBs

Monday Aug 30th 2004 by Lauren Simonds
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Expanding on its enterprise help service, Dell now offers help for SMBs with time-strapped IT personnel.

Dell today announced PC Workspace Services for SMBs, a desktop support service designed to take the day-to-day maintenance and help tasks off the plates of IT personnel.

PC Workspace Services handles first-level support calls and provides remote support for Dell systems as well as multi-vendor hardware and software.

The basic services also offers help with physical tasks such as installation, moves, changes and repairs.

Who Would Use IT?
Aiming at companies with 500 or more desktops, Dell prices the support service program starting at less than $20 a month per covered system.

The idea is that by outsourcing the day-to-day care and feeding of desktop management and help desk calls to Dell, SMBs with understaffed IT departments can turn their attention to more strategic IT planning, projects and management.

According to Joyce Mullen, vice-president of Dell's SMB services, the Workspace Services help SMBs cut IT costs.

"IT costs are often complex and spread out across a business," she says. Our service can help SMBs realize savings in uptime, productivity and opportunity costs. It also helps to have an outsourcer that can handle technology life spans, out-of-warranty issues along with refreshes and upgrades."

Basic Services
The basic Workspace Service includes the following:

  • 24x7 Help Desk:
    Takes all of your first-level calls, provides remote support for your Dell and multi-vendor client systems, dispatches field services, and routes all other calls to the appropriate support team.
  • Asset Tracking:
    Tracks and controls day-to-day and periodic functions of each PC in your network and inventory your computer hardware and software.
  • Web-based tools:
    A Web portal to monitor asset and service information on demand, access reports and submit service incidents.
  • Event-based field services (as needed):
    Installation, Move/Add/Change, Desk-side Support, Asset Disposal

Visit the PC Workspace Service Web site for more information.

Lauren Simonds is the managing editor of SmallBusinessComputing.com

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