June 14, 2012
/PRNewswire/ -- EarthLink, Inc. (NASDAQ: ELNK), a leading IT services and communications provider, today announced the launch of
, the next in its series of innovative IT Services business solutions. EarthLink TechCare is a fully managed outsourced help desk that is customizable and scalable, enabling customers to relieve their overburdened IT staffs and refocus on more strategic initiatives.
With EarthLink TechCare, experts build a customized offering fully integrated into the customer's IT environment. EarthLink's
-based, certified professionals resolve end-user technology challenges by answering live calls rapidly, and provide a knowledgeable and courteous experience for the client's users. EarthLink TechCare can help businesses define thresholds for escalations and create a ticketing and reporting system to meet exact needs.
"Following our May launch of Cloud Workspace, a hosted desktop and
virtualization application service
, EarthLink TechCare further empowers our clients to achieve their business objectives by expanding their IT capabilities without adding IT staff," said
, Executive Vice President of IT Services for EarthLink. "Many businesses today spend a high percentage of their IT resources on routine maintenance and support activities. EarthLink TechCare provides the help desk functionality to keep internal users productive without consuming internal IT resources. This solution can significantly reduce the cost of providing help desk support compared to an in-house service, and enables IT staff to focus on more strategic revenue generating initiatives."
EarthLink TechCare is a feature-rich service that enables clients to select from a menu of components or add unique support elements as needed. These include: support of any end-user device, VIP support levels, online reporting tools, trouble ticketing system, 24/7 or 9/5 options, client satisfaction reports and ITIL best practices. EarthLink documents the business IT environment (networks, devices, printers, partners, applications, peripherals, VIPs) and helps define escalation thresholds and processes for third party vendors, and ensure a seamless handoff for end-users.