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Managed Services

It can be quite expensive to employ staff, train them and implement procedures to create an effective and efficient team. That’s why it makes sense to outsource some functions to EPCS, and take advantage of our expertise in IT infrastructure and helpdesk support.

Employing EPCS Managed Services allows our clients to focus on the areas of the business that are their strengths – their products / services. EPCS has many years of experience that takes the worry out of IT that is imperative to run an effective operation. EPCS not only brings the expertise to provide a robust IT solution, we provide it at a cost that is within our client’s budget.

EPCS managed services allow you to mix and match different support options to fit your needs. We are able to provide the following options with common threads of:

1. Well managed services, 2. Accountable services with well defined SLA’s (Service Level Agreements), 3. Bilingual engineering resources as a standard, not an option

Bilingual

Desktop Support

As part of our Desktop support services, EPCS engineers will:

  • Assist staff in Corporate Offices and remote offices with technical support of desktop computers, applications, and related technology on a daily or on a scheduled basis.
  • Assist staff with the installation, configuration, testing and ongoing operability of desktop computers, peripheral equipment and related software. Engineers will ensure security and functionality by keeping desktop computers up to date with the latest software and firmware security patches and hot fixes as supplied by equipment and software manufacturers.
  • Work with vendor support contacts as well as client technical support divisions to resolve technical problems with desktop computers and software as required.
  • Ensure continued client productivity by identifying and recommending upgrades to desktop computers and software, as required or requested by our clients.
  • Assist with procurement through EPCS sources for any equipment or software required and requested by the client.
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Server Support

As part of our server support services, EPCS engineers will:

  • Support server hardware, software and related technology in corporate offices and remote offices on a daily or on a scheduled basis.
  • Assist staff with problems related to server issues.
  • Perform the following duties, but not limited to, in order to maintain the server infrastructure:
    • Monitor server health status and maintain service pack levels and updates in accordance with the manufacturers update release schedules.
    • Monitor server security applications such as anti-virus and anti-spam software. Maintain backups in accordance with the client’s requirements and perform data restore duties as required.

EPCS engineers are also skilled at working with vendor support contacts as well as client technical support divisions to resolve technical problems with servers and software as required ensuring smooth end to end support.

EPCS engineers will ensure continued client productivity by identifying and recommending upgrades to servers and software, as required or requested by our clients. EPCS engineers can also assist with procurement of a wide range of equipment and software as required as part of upgrades or new rollouts.

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Network Support

Managed support is the most effective method to realize the full business potential of the IT network. EPCS customizes our managed service team to fit our client’s environment, achieving cost reduction and raising service levels by relieving the cumbersome network monitoring and management tasks from the systems manager.

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EPCS Helpdesk Services

EPCS’s helpdesk services are available for clients no matter what the size. With staff that are familiar with your systems, and a full range of backup and support options, EPCS is able to support your company in a flexible manner.

Full time onsite team

EPCS has extensive experience and knowhow in providing and managing an onsite helpdesk teams for our clients. EPCS is able to provide full time onsite engineering resources from one engineer to a whole team. All clients are assigned an Account Manager to take care of the services, and constantly review with both clients needs and engineers performance to continually improve the quality of service.

With our unparalleled quality and attention to detail, we work together with our clients to ensure a seamless service that is beneficial for EPCS, our engineers and most importantly our clients.

Offsite helpdesk service

EPCS also offers an offsite helpdesk service for times when there is an emergency that can’t wait for regular scheduled services, or for when there is an inquiry that needs to be answered immediately.

We have engineers manning our helpdesk throughout the day to ensure that no call is missed, and with a regular rotation of engineers, there is always a mixed set of skills so that your questions do not go unanswered.

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Monitoring Services

When sudden changes happen in any system, users can be affected dramatically, greatly decreasing productivity. EPCS has experience in providing systems monitoring services, and the tools to avoid these issues, and as a result keeps businesses running smoothly. We have provided such services to companies in a variety of industries including Finance, Auditing, Medical and more.

Based upon a solid team of dedicated staff, EPCS can take care of casual monitoring (for example, weekly checks), to constant 24/7 monitoring to ensure that immediate action is taken, minimizing downtime.

Depending on requirements, EPCS can also make recommendations for system improvement, and provide warnings and advice for problem prevention.

Types of monitoring can include:

  • Entire infrastructure monitoring (or part of)
    • Server
    • Network
    • Virus and outside attacks (Denial of Service, Trojan Horse etc)
    • Policy (user interference, unauthorized access, policy breach by users etc)
    • System capability
  • Simple checks (that saves time in the long run)
    • System capability
      • Storage capacity
      • System performance
      • Communication system speeds and issues
    • Error log checks
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