End User Services

DeskSide Services - Understanding the Client's Deskside Environment

LTI delivers PC software and hardware support to end-users located at all Client locations. LTI technicians will answer questions and resolve intermediate and complex PC software and hardware problems at the end-user’s deskside. Below is a sample scope of work.

LTI’S Service Delivery Will Include:

Document deskside support procedures and improvements.
Research and resolution of intermediate and complex PC hardware and software questions received from the help desk, providing deskside support to end users as necessary.
Handling service calls by acknowledging and prioritizing the call, setting the end user’s expectations, and owning each call from start to completion.
Providing on-call after hours “pager” support.
Expedition of unresolved calls to designated support, keeping the supervisor, customer, and team members informed of problems and progress toward resolution.
Provision of replacement parts, unless damage results from the negligence of Client personnel or acts of God.
Preventive maintenance performed in accordance with OEM specifications.
Installation of approved field-change orders provided by the OEM.
Prompt client notification if any IT hardware is being used in violation of the original-equipment-manufacturer’s (OEM’s) operational specifications.
Use of the designated tools to log, track, and close calls and to document resolutions to user problems.

Analysis of help desk data to determine the root cause of problems and proactively reduce call volume by suggesting and implementing enhancements.
Change of operating system or application configurations as needed to resolve user problems.
Rebuilding systems as necessary in accordance with approved standards.
Creating LAN accounts, adding users to resources and groups, checking and maintaining login scripts, performing first-level account troubleshooting, creating and maintaining print queues, and registering IP addresses.
Monthly performance reports and suggestions for continuous-improvement initiatives.
Participation in training sessions and assisting in cross training and training workshops in order to acquire and maintain knowledge of relevant software and hardware, support policies, and service-delivery methods.
Perpetual technical training provided to LTI staff on industry standard software.
Provision of Service/Quality training, focused on reducing defects, improving cycle time, and developing interpersonal skills.
Measured customer satisfaction and performance against the SLA, including monthly reviews with client.

Hardware Break/Fix - ON-SITE AND ON-CALL SERVICE DELIVERY

LTI combines the people, processes, and technology necessary to efficiently and cost-effectively deliver remedial IT hardware maintenance services. We help you minimize the disruption caused by unplanned downtime of IT hardware such as PCs, workstations, terminals, printers, and network hardware. We also perform preventive maintenance services to help you extend the life of your IT assets.

LTI works with you to design a program that meets your specific needs. For large campus environments, we place technicians who work full-time at your site delivering services. To support remote facilities (including home offices), we draw from our nationwide network of on-call technicians.

As your partner for hardware maintenance services, LTI will help you:

Minimize equipment downtime and increase end user satisfaction.

Reduce IT infrastructure costs.

Free up your internal IT staff to focus on your business-critical projects.

WARRANTY ADMINISTRATION AND SUPPORT

LTI provides complete warranty administration and support IT hardware from a wide variety of manufacturers. We strategically stock spare parts at customer sites and at LTI logistics centers throughout the US, which enables us to restore hardware failures quickly. LTI typically owns the spare parts and then takes ownership of failed parts, which we typically send to the manufacturer for a replacement or reimbursement.

LTI provides services independently from IT hardware vendors, which enables us to support a wider variety of equipment and solve problems for which the root cause may be unknown. We even resolve end-user problems that do not require hardware warranty repairs, including problems induced by the end user. And when the attention of another service group is required to resolve a problem, LTI will contact the appropriate person and manage the repair to the end user’s satisfaction.

INVENTORY AND LOGISTICS

LTI analyzes factors such as equipment quantity, age, and failure rate to determine the optimal size of our spare-parts inventory. We work with OEMs and vendors daily to manage the parts procurement process. By establishing close relationships with our vendors, LTI has ready and reliable access to IT parts and supplies. If procuring a part threatens to delay the repair, we deploy loaner equipment to provide a temporary restore, with equivalent functionally, until the original unit is repaired.

LTI KEY FACTORS:

Onsite technicians
Warehousing of spare parts and systems
Inventory Management & control

Proactive Parts Procurement
Strong Vendor Partnerships

IMAC and Support for Unix Workstations

LTI’s Engineering Workstation Operations team has provided IMAC, Helpdesk, and Deskside support services for over 1000 Engineering HP-UX Unix workstations. In addition to Install, Manage, Add and Change, LTI provides Level 1-2-3 and Subject Matter Expert level support. The LTI Workstation Ops team assists in troubleshooting Unix application issues, and interfaces with the engineering software administration team to provide a seamless support experience for the engineering user community.

LTI WORKSTATION OPS PROVIDES THE FOLLOWING SERVICES:

Answer Helpdesk calls and monitor all related tickets.
Track all new, broken and returned hardware.
Keep hardware stock at adequate levels, including parts from recovered equipment.
Review and track vendor hardware service calls and submit invoices for payment.

Interface with the engineering community to identify requirements.
Ignite machines, install customizations.
Migrate data and assist with file restores.
Run weekly metric reports.

Enterprise Print Services

LTI has dedicated technologists, subject matter experts and professional staff capable of managing our clients' enterprise printing needs. From stand alone systems to fully integrated networked solutions, LTI has the ability to design, build and manage a solution right-sized to meet your business needs. Whether you choose to utilize a traditional LAN/WAN print solution set up and managed as part of our Server Administration & Support and Directory Services, or choose to implement an enterprise print solution to accommodate your in-house commercial printing needs, LTI can effectively and efficiently construct and deliver a complete managed service that will exceed your requirements.

VENDOR INDEPENDENT

LTI is not a hardware/software company. Our dedicated team of professionals will assess your business needs, review your technical environment, and design a solution that meets your budget requirements. And because LTI is vendor neutral, our clients can be assured that our team will select the print solution that works, and not because it is the one that we sell. Our clients have the confidence that our print solutions are driven by customer requirements, not sales quotas.

SUCCESSFUL OUTSOURCING PARTNERSHIP

Through successful vendor management, LTI is capable of partnering with the right solutions provider to deliver a solution that can offer our clients the following benefits:

Reduce and control operational costs—increase visibility of document production spend across the enterprise.

Improve company focus—outsource document production operations so you can focus on your core business operations.

Gain access to world-class capabilities—utilize the latest document output technology without continually investing capital.

Provide a complete solution from desktop to delivery—access a virtual document portal that enables the sending of complex documents to multiple recipients and locations.