The Rose Technical Help Desk provides technical issue resolution for the following support areas:

• Desktops
• Networks
• Applications
• Call Centers

Rose deploys an effective combination of onsite, offsite and offshore solutions to the best advantage of our clients:

• Onsite - client infrastructure management
• Offsite/offshore - regular issue resolution, relationship management and performance management of the project

Rose uses various support media for effective issue resolution. These are time-tested and proven media:

• Instant Messenger with remote administration and application sharing functionality
• Voice support with Voice over Internet Protocol (VoIP) advantages
• E-mail support

Rose uses various technologies and tools to enhance the performance of the technical help desk. These are:

• QTicket - an ASP.NET, Web-based ticketing software for authentication, trouble ticket management, work flow management, Service Level Agreements (SLAs) and performance measurement tracking.
• Index Server - an ASP.NET, Web-based knowledge base and search for effective First Contact Resolution (FCR).