Our Services

In today's complex technology environment, organizations can find themselves struggling to support the system they depend on: whether dealing with incidents that have led to network downtime, finding and keeping qualified personnel, or getting a critical printer back up and running. Genesis Business Systems offers flexible, comprehensive service programs that fit the specific needs of your company. Whether it be monitoring your network, maintaining your printers and terminals or managing your data center. We stand ready to assist 24 hours a day, 7 days a week.

Our history dates back to 1992 and most of our original clients are still with us today. This is because we take ownership of your information technology problems, regardless of vendor or manufacturer, and manage those problems to resolution. Genesis takes care of your technology needs so you can focus on what's important - your business.

Help Desk Experience

Genesis has 24 hour help desk support available to respond to mission critical emergencies for all of our clients. We utilize an automated system to document and track trouble tickets lodged by an end user. This trouble ticket stores all the information regarding the problem that the client may have encountered. The natural life cycle of these jobs includes creation, modification, resolution and closure. The lodged tickets are either assigned to a helpdesk skill group or a technician.

Following are some of the important terms that are used for help desk jobs:
1. Primary Client ID - refers to the end users that have lodged a trouble ticket.

2. Issue - the problem that the client has encountered.

3. Incident Type - defining the type of the issue and broadly categorizing the same.

4. Contact Type - the cause or the possible causes of the issue.

5. Priority - it refers to the level of urgency of the issue.

6. The Action Log - it includes the description of the remedial actions taken to resolve the problem.
Genesis Business Systems provides outstanding Help Desk/Service Center operations for our clients with well-qualified technicians that understand technical Help Desk environments and standard processes that are normally supported within both commercial and DoD customer support centers. Our technicians have the skills and knowledge to support such end user applications such as Windows XP, Windows Vista, Microsoft Office SharePoint Services (MOSS) 2007, Office XP, and Office 2007.

Genesis is currently providing help desk and other services to Wilford Hall Medical Center, Keesler Medical Center, and Randolph Clinic.

Proficiencies

Genesis Business Systems technicians are proficient in supporting the user community in the form of overall maintenance and installation of workstations, printers, fax machines, communication devices, hand-held devices, scanners, CD writers, and other computer peripherals. Our support includes overall configuration, driver management, network setup, troubleshooting, replacement, and end-user training. We will also support upgrades of desktops or peripheral components, including reliable and accurate user file migration to new equipment, as required. We monitor, troubleshoot, and resolve all issues associated with network printers, including server configuration, driver updates, and user connectivity.

Genesis Business Systems personnel ensure that all trouble tickets and service requests are properly recorded and that appropriate follow through is provided. This includes: assignment information (and associated re-assignment or ticket elevation); total completion time; resolution information (including all steps taken in the resolution process); and explanation of service level non-compliance (i.e., why closure took longer than one hour). We actively and effectively triage all incoming calls, recognizing priority and impact for all calls and responding accordingly. We make every attempt to provide First Call Resolution (FCR), including phone support and desk-side support. We Implement industry recognized best practices by creating and monitoring monthly reports to identify potential trends in customer support issues, areas for customer training, and other customer needs.

We design and implement your network using "green technology" and the latest innovations. Our clients want powerful infrastructure that allows for future expansion that provides return on investment (ROI). Our experience with blade servers, storage area networks (SAN), non-attached storage (NAS), virtual servers, HP, Dell, NetApp, Egenera, Cisco, Alcatel, and voice over IP (VOIP) implementation will ensure you eliminate unnecessary costs without compromising quality.

Genesis Business Systems provides operator-level support for servers and backup/restore procedures. We properly maintain systems logs to include all steps that we take in supporting those servers, as well as problems encountered and overall system downtime. In addition, we monitor environmental factors such as Uninterruptible Power Supplies (UPS), air conditioning (HVAC), and area alarms. We will notify appropriate personnel as required. We will record anomalies within server system logs to monitor potential trends.

Genesis Business Systems provides Rapid Response to Mission Critical Operations