ICS has been delivering Helpdesk services for more than 20 years. This includes Tier 1, 2 and 3 delivery models. This support comes in several forms; telephone support, email support, and on-site support. ICS has executed in all three forms.
No matter what form the support is delivered, ICS protocol for developing the solution does not change. ICS methodology for helpdesk support starts with documentation of the issue, contact information, diagnostic tool sets, problem recognition and finally problem resolution. All ICS staff has been versed in the process which leads to successful resolution and trouble ticket closure.