enGenius provides Tier 1, 2 and 3 Help Desk/Service Desk support for our customers. We currently use the BMC Remedy ITSM and have experience with HEAT, iET Solutions and other ITSM software. Our support is via toll-free number, email, chat, web and walk-up.

The enGenius Incident Model allows our staff to be involved in the end-to-end incident process. By implementing end-to-end lifecycle ownership of Incidents, the Help Desk creates a seamless experience for the business user. This approach will ensure that we meet and/or exceed stated Service Level Agreement (SLA) and streamline processes.

Network Management

enGenius provides the network and administration processes, procedures, and tools to keep our customer's networks and its services up and running. We collect data, provide monitoring, and perform maintenance and upgrades to ensure network performance is optimal for several operating systems including MS Windows, MAC OS X, Linux and UNIX.