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  Meeting all your IT management needs so you can focus on strategic endeavors

Managed IT Services Services Offered

With a full-featured portfolio of services, proven methodologies and tools, TRG's managed service solutions ensure optimal and continual operation of your servers, network, desktops and IT infrastructure.

24x7 Help Desk

Whether your company is in the process of setting up new systems, or simply troubleshooting existing problems, our Help Desk provides round-the-clock  consistent and highly responsive technical expertise.

Staffed with dedicated, knowledgeable, and friendly IT technicians, the TRG Help Desk is always open to solving problems and answering questions. We go beyond traditional incident management by identifying problems,  resolving first level complaints, monitoring resolutions with concerned departments and keeping relevant stake holders informed.

The Help Desk can solve up to 80% of the technology problems without a technician’s visit to the site.

TRG provides the Help Desk solution along with TRG Help Desk application for managing the trouble tickets and reporting.

Features of Help Desk Application

Web-based Interface
Multiple channel support
Priority Mapping
Ticket Lifecycle Management
Ticket Workflow
Auto-Route Tickets
Knowledge Base Management
Analytics  & Reporting
Automated Responses
Security
Compatibility and Integration

 

Remote Support

TRG Managed IT Services offers a full spectrum solution, including 24x7x365 remote management facility, in addition to the Help Desk and On-Site Support. TRG provides highly secure remote monitoring of infrastructure based on mutually agreed service-level objectives. Experienced and certified IT professionals detect and avert problems before they become critical, ensuring that your systems run efficiently virtually round-the-clock.

The types of issues typically resolved by this support method include:

Desktop Management

Desktop and Application Support
Optimization and performance improvement
Virus and spyware removal

Server Management

Hardware Support
Installations and Upgrading
Registry repair
Repair of device driver issues
Operating system security and patch updates
Dynamic configuration updates
Application Compliance Monitoring

Network Management

Network Connectivity Monitoring
Firewall Availability
Web related issues
Preventative Maintenance

Onsite Support

Setting up of new offices, changing system design, making certain configration and at times troubleshooting may require the physical presence of an IT technician. Our standard Managed IT Services plan includes both proactive and reactive field support services to perform such tasks.

 Onsite Support Service Options
Dedicated Onsite Support
Maintenance Support
Emergency or On-call Support

The service pack covers the following:

Incident Management

The desktop, server or network problems that may arise can be handled by the support executive on your premises. It covers the hardware and software issues of the listed items, fixing what is interrupting the work.

Desktops and Laptops
Applications
Standard Tools
Servers
Operating systems
Standard peripherals*

* Includes printers, scanners, multimedia and storage devices

Change Management

Whether you are setting up new sites or changing system designs to cater to changing business requirements, IT has a key stake in the process. So when you bring about these major changes or minor ones such as modifications and updates in applications, we can provide our expertise to help you plan and implement these changes.


Automated change management process (CMOS)
Accepted industry wide standards
Agreed SLAs and response times

Monitoring

TRG exercises preventive care to avoid as many break downs as possible. We check hardware and software and suggest updates as required. We evaluate the quality of connectivity to save you from instances of packet loss and connectivity breaks.

RAM
Physical checks of hardware
Network monitoring

Security and Compliance

Companies in many markets are being held accountable for the security of consumer and corporate data through government regulations, policies, and contractual obligations. Therefore, your company needs to have a comprehensive security plan in place to protect all of its data and the IT environment.

As the nature of security risks is constantly changing, it can be difficult for business owners to identify  and create a flexible, defensive plan. Being Payment Card Industry (PCI) certified, TRG has in-depth prowess in providing managed security and compliance services.  TRG can cater to your IT security needs so you can spend your time focusing on your business instead of worrying about IT security.

Delivered under strict service-level  agreements, TRG delivers real-time threat monitoring and remediation services across all touch-points to ensure safety and security of your IT environment.

IT Security Program Development

IT Security Architecture
Information Security Certifications and Accreditations
IT Security Product Evaluation
Public Key Infrastructure
Centralized Log Management System
Access Control Systems
Test Co-ordination
Contingency Planning
Security Awareness Program
License Compliance
Intrusion Detection and Prevention System

Operational Security Services

Incident Handling
Forensic Investigations
Log Analysis
Firewalls and Anti viruses
Reviewing Audit Trails
Review of 802.11
Wireless Assessments
Security Awareness Trainings

Audits and Assessments

Risk Assessment
Vulnerability Assessment
Internal Audits

 
  Levels of Support

The service team provides tier 1 support and handles every issue, incident, or change request appearing on the Service Desk ticket application, and responds to the ticket within the defined Service Level Agreements (SLAs).

The unresolved issues are escalated to our specialized departments which provide Level 2 and Level 3 support.

Level 1

System Engineers

Level 2 and Level 3

System Administrators
Network engineers
Infrastructure analysts
IP Telephony Engineers
Global Service Desk
Procurement coordinators
trg tech Production Support

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