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Virtual Desk

Back to Managed IT Managed Services Plan

If your internal IT department is merely a break/fix operation, your business is missing the higher level of strategic solutions that IT can provide. Empower them to focus on business initiatives by relying on ICG’s Remote Service Desk to provide immediate and cost-effective support to end-users.


ICG’s Remote Service Desk is staffed by trained professionals who are ready to respond to the support requests of your end users while also monitoring your network and servers.

End User Support

By delivering effective problem resolution for desktop, MS Office and connectivity issues, the Remote Service Desk keeps employees productive. We close the loop with end users quickly and use the latest in web-based remote control tools to see and solve problems first-hand. If the Remote Service Desk cannot resolve the problem, the problem can be seamlessly escalated to a Level 2 or 3 engineer (but only if the additional cost is approved each and every time, helping control costs.

Proactive IT Monitoring

On the infrastructure side, the Remote Service Desk proactively monitors your network with the use of remote support software. When the alert is received the Remote Service Desk will filter, diagnose and research each generated alert. If a problem appears more serious, the Remote Service Desk contacts your authorized representative to authorize an on-site visit from a Level 2 engineer. Critical alerts like these are escalated to an engineer within 15 minutes for a prompt response.