In addition to CIBER’s world-class help desk services, CIBER provides fully managed desk side support that covers your entire technology environment including end-to-end systems management anywhere from your laptop and your printer to installations, moves and changes. CIBER’s desk side support will help you reduce risk, lower cost of ownership, streamline IT management, and minimize downtime throughout your organization. We’ll help you improve user and infrastructure support without up-front investments or management hassles. At remarkably low cost, we can include automated proactive monitoring to identify and begin solving problems — often before you’ve even noticed them. CIBER is your single point of contact for all service and support.
Customized break-fix maintenance and emergency response. CIBER maintenance keeps you up and running, minimizing downtime even in the most complex heterogeneous environments. This isn’t just a promise: it’s a core competency backed by world-class technical expertise. Since 1974 we’ve delivered superior quality in desktop, server, and LAN maintenance to the world’s leading companies, nationwide. From 24x7 emergency response to break-fix maintenance with fully integrated proactive monitoring, we deliver the service levels you need – at a price point you’ll appreciate.
Emergency Response Team (ERT) services that deliver fast assistance when you need it most. With CIBER’s Emergency Response Team Services, you have the confidence of knowing that whenever hardware fails or hackers attack, you’ll have fast, reliable assistance from world-class experts. We’ll work with you to define contract arrangements that make sure you have exactly the coverage you need — without spending one dime more than necessary.
Asset Management software. CIBER’s Asset Management software allows CIBER to run an in-depth diagnostic of your company’s assets that will quickly determine what your company owns, where it is deployed, and what it is valued at from any Web browser. This will allow CIBER to view and manage your company’s assets across multiple organizations, perform audits, schedule preventative maintenance and secure your overall environment.
Remote Control Solutions. CIBER has experience in providing remote control support to diagnose and resolve enduser issues. CIBER will utilize a tool specified by the customer. A few of the products that CIBER has worked with include GoToAssist, MS Terminal Services, Citrix, VNC, PC anywhere, Timbuktu and Microsoft’s SMS.
Knowledge Management Tools. CIBER utilizes the Unicenter ServicePlus Knowledge Tools product that provides an integrated and powerful life cycle, knowledge management solution that makes it easy to keep knowledge accurate and up-to-date. It is designed to capture valuable problem-solving experience and publish it for reuse. It is a self-managing solution that automatically maintains the accuracy of the knowledge database. Portal-enabled for personalized
service, it provides dynamic self-service information to online end users, customers, employees or support analysts. It features advanced search tools that efficiently find the right solution and immediately provide it to the customer.
Gartner qualifies Desk Side Support as Software Break/Fix, Dedicated On-Site Support and Dispatched On-Site Support. In a Gartner article titled Desktop Total Cost of Ownership: 2008 Update by Michael A. Silver, Federica Troni and Mark A. Margevicius states that how desktop PCs are managed is critical to reducing total cost of ownership (TCO), but organizations need to fully implement their management product to get the most out of it. The article stated that a locked and well-managed desktop PC can be 42% less expensive to keep than an unmanaged one.
CIBER Help Desk and Desktop Support Services CIBER’s world-class help desk services can dramatically improve your organization’s customer satisfaction and significantly reduce costs at the same time. CIBER has been included on two of Gartner, Inc’s “Magic Quadrants”—annual qualitative evaluations of IT outsourcing service providers:
- Magic Quadrant for Help Desk Outsourcing, North America, 2008 (published 28- Feb-08)
- Magic Quadrant for Desktop Outsourcing Services, North America, 2008 (published 28-Feb-08)
CIBER is ranked among the top ten best managed outsourcing vendors by The Black Book of Outsourcing, a bestselling international business book and outsourcing resource manual available in multiple languages worldwide. CIBER was ranked as the #1 ITO Mid-Tier Enterprise Wide Traditional Infrastructure Outsourcing and the #3 in Mid-Tier for Desk Top Management, according to a Brown-Wilson Group survey analyzing outsourcing vendors around the world.
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The Gartner Magic Quadrants are copyrighted 28-Feb-08 by Gartner, Inc., and are reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendor’s measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
End User Computing at a Glance (368KB)
