IT helpdesk and IT service - on site and remotely
IT helpdesk what is it? We provide comprehensive employee onboarding and offboarding services to support you in the effective management of HR processes and ensure the security of these key activities. We take care of preparing computers for new employees, setting up footers, creating email accounts and installing the required software. We deliver equipment both to the office and to remote employees, using appropriate shipping packages.
As part of our cooperation, we offer access to an application that allows you to manage the onboarding process. Thanks to a customized form, computers are always prepared according to your company's requirements. Helpdesk IT support is a very useful service.
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Servicedesk support without user restrictions,
- Management of computers, upgrades, supply of new devices, repair, replacement of disks, ram, ongoing service with travel.
- Managing on/offboarding of employees
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Administration of local LAN / wi-fi network, operation of local servers including backup, verification.
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Domain management, VPN, local permissions, 365 integration.
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Managing cloud services
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Web site management
- Security management, ongoing annual pentests, security recommendations, newsletters for Employees to raise awareness of cyber threats.
- Helpdesk by phone and email or chat.
- Consultation with experts including DevOps support.
We perform onboarding and offboarding of employees for you
We take care of preparing computers for new employees, setting up footers, creating email accounts and installing the required software. We deliver equipment both to the office and to remote workers, using appropriate shipping packages.
As part of our cooperation, we offer access to an application that allows you to manage the onboarding process. Thanks to a customized form, computers are always prepared according to your company's requirements.
On/offboarding services are important from the perspective of IT security, access and permissions. Take care of it with our helpdesk.
Price list for IT helpdesk and IT servicedesk services
The cost of helpdesk services is calculated on the basis of our workload. You have the option to choose an hourly package that suits your needs, which allows you to use a certain number of hours of our service. By choosing a larger package, you can benefit from a lower unit price per hour of service.
10 hour package
Package of 20 hours
Package of 30 hours
Response Times and Problem Resolution
- Critical Incidents: From 10 minutes to 30 minutes, depending on the package chosen, with a resolution time of up to 4 hours.
- Urgent Incidents: Response within 4 hours for all packages with the same resolution time.
All times are maximum framework, but in practice we try to react much faster. Our services are designed to provide maximum security, business continuity and operational efficiency for all customers, regardless of the scale of their infrastructure.
You will receive IT management software:
As part of our cooperation, we provide free access to an advanced web-based panel that allows you to have full control over your company's IT processes. With our software, your manager or contact person will have real-time access to key information, allowing you to effectively manage and monitor the status of your IT infrastructure.
Web panel features:
- Computer replacement notifications and statuses for the employee: Monitor and manage the hardware replacement process.
- Onboarding and offboarding of employees: Manage the process of hiring and firing employees, including setting up footers, email accounts and access to systems.
- Notifications and statuses of employee dismissal: Critical process including account lockout, data security and other necessary actions.
- Employee notifications and employment statuses: A comprehensive process from setting up footers, to creating email accounts, to granting access to systems.
- Computer fleet monitoring: Full visibility into the status and condition of all computers in the company, with assurance of optimal performance and condition.
- Purchased Microsoft 365 licenses: Control costs and manage M365 licenses to optimize spending.
- View reports on our work: Access detailed reports on our service and support work.
- Invoices and correspondence history: Easy access to all invoices and a full history of communications between users and our IT staff.
With the software, your manager will be able to efficiently manage all aspects of IT, allowing you to focus on key business activities.
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FAQ
Frequently asked questions about the helpdesk service:
Why a helpdesk in-house and not an in-house IT specialist?
When you choose our helpdesk services, you gain many advantages over hiring your own in-house IT specialist:
- Wide range of specialties: Our team consists of experts with a wide range of specialties, which allows us to solve a variety of IT problems. One IT specialist cannot match the expertise of an entire team.
- 24/7 Availability: We provide technical support 24 hours a day, seven days a week. Your own IT specialist may not be available outside of business hours, on vacation or in case of illness.
- Flexibility and scalability: Our services can be easily adapted to the growing needs of your business. Whether you need more support during busy periods or in the event of a disaster, we are ready to adapt to your requirements.
- Costs: There are high costs involved in hiring and maintaining your own IT staff, including salary, training, benefits and equipment. Our services are more economical because you only pay for what you actually need.
- Up-to-date knowledge: our specialists are up to date with the latest IT trends and technologies. We regularly participate in training courses and obtain certifications, ensuring that you always benefit from the latest solutions.
- Security and Compliance: We ensure regulatory compliance and the highest security standards, protecting your data and infrastructure from threats.
- Risk management: With a broad team, the risk of not having access to technical support is minimized. You don’t have to worry about replacements if a single employee is absent.
- Consultation and Consulting: We offer not only technical support, but also strategic IT consulting. We help you plan and implement solutions that support the growth of your business.
When you choose our helpdesk, you get comprehensive IT support that is more comprehensive, flexible, and cost-effective than hiring your own IT specialist. Let us take care of your IT infrastructure so you can focus on growing your business.
Are there other helpdesk packages?
Yes, we can create an individual offer for you.
At Jeton, we understand that every business has unique requirements and goals. That’s why we offer the opportunity to create a customized offer that will be perfectly tailored to the specific needs of your organization.
Our flexibility allows us to customize pricing, SLA (Service Level Agreement) terms, helpdesk coverage and other aspects of the service to best suit your expectations and business goals. Contact us to discuss how we can best support your business with professional server management.
Do I have to buy a package or can I operate without a package of hours?
You don’t have to buy a package of hours to use our services. We offer flexible solutions tailored to your company’s needs:
- Hourly packages: If you anticipate regular IT support needs, our hourly packages may be beneficial to you. We offer a variety of packages that allow for more predictable and often lower support costs.
- On-demand services: you can use our services without purchasing a package of hours. In this case, we bill for the actual time worked. This is ideal for companies that need support occasionally or want to test our services before deciding on a longer relationship.
- Customized solutions: if you have specific needs, we can prepare an offer tailored to your requirements. Contact us and together we will determine the most convenient terms of cooperation.
Our goal is to provide maximum flexibility, so we customize our services to meet the individual needs of each company. Whether you choose a package of hours or on-demand services, you can always count on the high quality and professionalism of our team.
What types of equipment are under our care?
What is included in onboarding and offboarding?
What is included in the helpdesk and servicedesk service?
Our helpdesk and servicedesk services include a wide range of technical support to meet all your company’s needs. The scope of our services includes:
- On-site and remote support: Our IT specialists are available both on-site at your office and remotely to ensure that problems are resolved quickly and efficiently.
- Request management: We handle employee requests via phone, email, and chat, ensuring quick response times and efficient problem resolution.
- Onboarding and offboarding of employees: We assist in the onboarding and offboarding processes, including hardware configuration, email account creation, footer settings and installation of required software.
- Computer equipment service: We perform service, repair and maintenance of computer equipment in both office and industrial facilities.
- Software License Management: We control and manage software licenses, including Microsoft 365, to ensure optimal resource utilization and cost control.
- IT infrastructure monitoring: We track the health and performance of your IT infrastructure to prevent failures and keep equipment in top condition.
- Data Security: We ensure data protection by securing employee accounts and systems, especially during employee termination processes.
- Reporting and documentation: We provide detailed reports on work performed, history of requests, and full documentation of correspondence between users and our IT team.
Our services are tailored to meet the specific needs of your business, providing comprehensive IT support that supports your daily operations and ensures the uninterrupted operation of your entire infrastructure.
Do we service the equipment?
Yes, we service IT equipment. We offer comprehensive maintenance services that include:
- Repairs and maintenance: we repair computer hardware, printers, servers and other IT equipment, both on-site and in our service center.
- Diagnostics and troubleshooting: We perform detailed diagnostics of hardware problems and troubleshoot failures to restore full functionality to devices.
- Regular technical maintenance: We offer regular technical inspections to prevent breakdowns and keep equipment in optimal condition.
- Updates and upgrades: We perform software upgrades and hardware upgrades to ensure performance and security.
- Warranty support: For equipment under warranty, we handle warranty claims by contacting manufacturers and authorized service centers on your behalf.
- Parts replacement: We replace damaged components with new, original or high-quality replacements to ensure long-lasting equipment performance.
- Quick Response: With our helpdesk services, we respond quickly to service requests and organize technical support in the shortest possible time.
Do you handle hardware warranty, or do you contact other companies like our IT department?
Yes, we handle the equipment warranty. If you purchase equipment through us, we will take care of all warranty formalities. In case of failure or need for service:
- Warranty service: we directly contact the manufacturer or authorized service provider on your behalf to resolve the problem quickly and efficiently.
- Repair Coordination: We manage the process of repairing or replacing equipment to minimize downtime.
- Technical support: We offer technical support throughout the process, ensuring that your equipment is repaired or replaced according to the terms of your warranty.
This allows you to focus on running your business while we take care of the rest, providing efficient warranty service and minimizing disruption to your business.
Can I order IT equipment from you, such as computers for employees or other gadgets?
Yes, you can order IT equipment from us, including computers for employees and other gadgets. We offer comprehensive solutions that include:
- Computers and laptops: we provide equipment tailored to your business needs, ready to go from day one.
- IT accessories and gadgets: Including monitors, keyboards, mice, docking stations and other essential accessories.
- Network equipment: Routers, switches, access points and other network equipment.
- Servers and storage devices: Data storage and management solutions.
- Software: Including licenses for operating systems and office applications.
We also provide hardware configuration and installation so you can focus on running your business. Contact us to learn more about the options available to you and to order IT equipment tailored to your needs.
In addition to the helpdesk, do you deal with server management, cloud, such as MS365 or Google?
Yes, in addition to helpdesk services, we offer comprehensive server management and cloud solutions such as Microsoft 365 and Google Workspace. Our services include:
- Server management:
- Configuration and installation: we help you install and configure your servers to ensure optimal performance.
- Monitoring and maintenance: We regularly monitor the condition of servers and perform maintenance to prevent failures.
- Data Backup and Recovery: We provide regular backups and quick recovery capabilities when needed.
- Security Management: We take care of securing servers from threats using the latest cyber security solutions.
- Microsoft 365:
- Deployment and migration: we help you migrate data and deploy Microsoft 365 services in your company.
- User and license management: Administer user accounts and licenses to ensure optimal use of resources.
- Integration with existing systems: We integrate Microsoft 365 with other systems in use in your company to make you more efficient.
- Technical support: we provide technical support for using Microsoft 365 services.
- Google Workspace:
- Deployment and migration: we carry out the process of migration to Google Workspace and its implementation in your company.
- User and resource management: Administer user accounts, configure and manage Google Workspace resources.
- Security and Compliance: We follow best practices in security and compliance to protect your company’s data.
- Support and training: We offer technical support and training for your employees on how to use Google Workspace.
Our server and cloud management services are tailored to your company’s individual needs, ensuring seamless integration and optimal performance of your IT infrastructure. Contact us to learn more about how we can support your business with server management and cloud solutions.
Do you do security audits and pentests?
Yes, we do security auditing and penetration testing (pentesting). We offer comprehensive services in this area to ensure maximum security of your IT infrastructure.
Security audit:
- Risk assessment:
- Identify potential threats and vulnerabilities in your IT infrastructure.
- Data and systems risk analysis.
- Review of policies and procedures:
- Evaluate existing security policies and operating procedures.
- Recommendations for improvements and implementation of new security standards.
- Compliance Check:
- Verify compliance with applicable regulations and industry standards (e.g., RODO, ISO/IEC 27001).
- Preparation of compliance reports.
- Testing systems and applications:
- Conduct security testing of operating systems, applications and network devices.
- Identification of gaps and recommendations for addressing them.
- Reporting:
- A detailed report of the audit results, including conclusions and recommendations.
- Corrective action plan and suggestions for strengthening safeguards.
Penetration tests (pentests):
- Preparation and planning:
- Defining the scope and objectives of the pentest.
- Prepare a test schedule.
- Testing:
- Simulate attacks on systems and applications to detect vulnerabilities.
- The tests cover various methods, such as attacks on networks, web applications, operating systems and social engineering.
- Analysis of results:
- Detailed analysis of detected vulnerabilities and their potential impact on your company’s security.
- Prioritization of problems found.
- Reporting:
- A report with the results of the pentest, including a description of the detected vulnerabilities, their impact and recommended corrective actions.
- Recommendations for security improvements and an implementation plan.
- Corrective Actions:
- Support in implementing recommendations and implementing countermeasures.
- Retests to ensure that detected vulnerabilities have been successfully remediated.
Our security audit and penetration testing services help identify and eliminate threats, increasing the security of your IT infrastructure. Contact us to learn more about how we can support your company with security.
Do you operate in Warsaw, and what if, for example, I have facilities in other cities?
Yes, we operate in Warsaw, but we also serve facilities in other cities.
How it works:
- Remote support: Resolve technical problems quickly and efficiently from anywhere.
- On-site support: Ability for technicians to travel to facilities in other cities.
- Flexible approach: Customize services to meet your company’s specific needs.
- Monitoring and management: Ongoing tracking of the status of equipment and systems.
Regardless of your location, we provide consistent and effective IT support. Contact us to learn more.
How is the billing for the equipment, can I pay with a payment term of, say, 14 days?
Yes, we offer flexible payment terms for purchased IT equipment, including the possibility of paying the invoice with a payment term, for example, 14 days. Here’s what the billing process looks like:
IT equipment billing process:
- Equipment order: After placing an order for IT equipment, we prepare a detailed quotation and confirm availability and delivery terms.
- Pro forma invoice: We issue a pro forma invoice that contains all the details of the order, including quantity, unit prices and payment term.
- Equipment Delivery: We deliver the ordered equipment to your company, according to the agreed delivery schedule.
- Payment term: After delivery of the equipment, we issue a VAT invoice with a payment term, for example, 14 days. The payment term can be adjusted according to individual arrangements and contract.
- Payment: within the agreed payment period (e.g., 14 days), you make a transfer to the designated bank account, according to the terms specified on the invoice.
- Payment Confirmation: Once payment is received, we send confirmation and your obligation is settled.
Payment terms:
- Payment Term: By default, we offer a payment term of 14 days, but we are flexible and can adjust the terms to meet your company’s specific needs.
- Credit Assessment: In some cases, we may conduct a credit assessment of your company before granting trade credit to ensure that the payment terms will be suitable.
- Payment options: We accept payment by bank transfer, and in some cases other forms of payment, agreed individually.
Flexible payment terms allow for convenient financial management and liquidity for your business.
Do you offer leasing for equipment?
Yes, we offer leasing for IT equipment. With this option you can equip your company with modern equipment without having to spend a large sum of money at one time. Our leasing terms are flexible and tailored to your company’s needs.
Benefits of leasing IT equipment:
- No large upfront expenses: Leasing allows you to spread the cost of purchasing equipment over convenient monthly installments.
- Technology upgrade: You can regularly upgrade your equipment to take advantage of the latest technology without incurring high replacement costs.
- Cash management: Leasing allows the company to better manage its cash flow and budget.
- Flexible terms: We offer a variety of leasing options to suit your company’s specific needs, including the length of the lease term and the amount of installments.
- Service and support: As part of the lease agreement, we also offer service and support to ensure uninterrupted operation of the equipment.
How IT equipment leasing works:
- Contact Us: Contact our sales department to discuss your needs and get an initial leasing quote.
- Hardware selection: Choose the IT equipment that best suits your company’s needs.
- Credit evaluation: We will conduct a credit evaluation of your company to determine leasing terms.
- Contract preparation: After a positive evaluation, we will prepare a detailed lease agreement that specifies the terms, such as the lease term, the amount of installments and other relevant details.
- Contract signing: After signing the lease agreement, we will deliver the equipment to your company and take care of its configuration and installation.
- Monthly payments: You will make monthly payments according to a fixed schedule.
- Options at the end of the lease term: At the end of the lease term, you can choose to buy back the equipment, extend the lease, or replace the equipment with new equipment.
IT equipment leasing is a convenient and flexible financing option to keep your company’s technology infrastructure modern and efficient. Contact us to learn more about the leasing options available and get the leasing process started.
Do you have liability insurance?
Yes, we carry third-party liability (OC) insurance. It protects both us and our clients in case of possible damages resulting from our actions. So you can be sure that your company is fully protected when using our IT services. We will provide you with an overview of our policy upon request.
Do you sign an RODO agreement, or can we provide our own template?
Yes, we sign RODO agreements to ensure compliance with data protection regulations. If your company has its own contract template, we can review and customize it to meet our standards and your requirements. We are flexible and cooperative to ensure full data security.
Do you sign an NDA agreement? What does the start of the cooperation look like?
Yes, we sign an NDA (Non-Disclosure Agreement) to ensure full security and confidentiality of the information exchanged during our cooperation. Here’s how to get started working with us:
- Contact and Consultation: Contact us to discuss your needs and expectations. Based on initial discussions, we will prepare a preliminary offer.
- Signing an NDA: We sign an NDA agreement before we start working together to protect all confidential information exchanged between our companies.
- Needs analysis and audit: We conduct a detailed analysis of your company’s needs and an audit of your current IT infrastructure to thoroughly understand your requirements.
- Offer preparation: Based on the information gathered, we prepare a detailed offer tailored to your company’s specific needs.
- Signing of cooperation agreement: After accepting the offer, we proceed to sign a cooperation agreement, which specifies the scope of services, terms and conditions and schedule of activities.
- Implementation plan: We develop a service implementation plan, including a schedule of activities and resource allocation. We provide you with a detailed plan so you know what to expect at each stage.
- Implementation and training: We begin the implementation of agreed IT services, including hardware and software configuration, and provide training for your employees to ensure a smooth transition.
- Ongoing support and monitoring: After implementation, we provide ongoing technical support and monitoring of the IT infrastructure to maintain optimal performance and respond quickly to any problems.
We maintain full transparency and regularly update you on progress to ensure an effective and seamless collaboration. Contact us to start the process and learn more about how we can support your business.
