IT Help Desk Services

Helping Collaboration

Collaborate easily with our service team and resolve issues fast with undisrupted service, great visibility, and high-performing solutions to fix each and every IT challenge. For over 20 years, our service desk team has been collaborating with and supporting hundreds of clients, giving you the right insights and tools to consolidate, manage, and streamline requests with a fully integrated IT asset management team.

Remote Control

Remote Control enables the technician to take over the remote computer collaboratively with the end user. They can work collaboratively, or the technician can work with full computing access as the currently logged in user.

All operations are as if the technician were physically sitting in front of the computer. The Kaseya integrated IT management platform delivers a complete, fast and secure remote-control solution even behind firewalls or from machines at home. RKON does not use consumer oriented remote-control tools that don’t provide the security or integrated systems management features needed to operate in a professional IT environment. Benefits of Help Desk – Remote Control include:

1. Private Remote Sessions for Windows
2. Every Session is Logged for your Compliance Needs
3. Shadow Support for Terminal Server Users
4. Know When Latency On The Line
5. Support Multiple Monitors On Remote End Point

Additionally, RKON also monitors SNMP thresholds such as memory usage, disk storage, CPU utilization and many other metrics with alerting when thresholds are exceeded.

Patch Management

This is the process of patching Windows, Mac and a variety of 3rd party software packages. Kaseya’s patch management platform is ourplatform of choice, allowing for a single install, deployment & update location for all your software. Patch Management will provide you confidence in knowing that your organizational network is truly up-to-date and secure from vulnerabilities.

Auditing & Asset Inventory

Know what’s really on your network and discover all assets from a

single pane. With our Help Desk services we offer full fingerprinting including OS, host-names and services as well as cross-subnet scanning & on/off-network device discovery. Packed with features, the Kaseya platform helps streamline and create efficient process including:

1. Automate scheduling & software management
2. Custom reports & dashboards
3. System & software inventory
4. Overview of all installed application

Help Desk Ticketing

Ticketing, escalation, workflow and knowledgebase are all housed internally within RKON customized instance of ServiceNow. Our system is fully integrated with our monitoring system allowing for automatic ticket creation when monitor thresholds are exceeded. When this occurs, those tickets are routed to a tier 1 support for immediate assistance. Tickets can be opened via phone or email.

O365 Backup (Optional)

Allow RKON to back up your Office 365 implementation.  Your data is automatically backed up and protected every day. Powered by Spanning, makes it easy to find lost data fast, and restore it right back into Office 365; either into the original user’s account or into another user’s account. Benefits include:

1. Automated daily backups
2. On-demand backups
3. Cloud-to-cloud storage

​Our goal is simple – to make sure IT systems are always up and running securely, and, to make sure your business continues to win with IT. If interested in our IT Help Desk Services contact our team today. 

What Our Customers Say About Our Help Desk Services