Around the Clock, Across Time Zones:

We Provide the Help Desk Services You Need

We provide 24x7x365 help desk services for our clients via phone, secure remote connection as well as on-site user support if required. For our clients with a global user base that operate across time zones around the world, we are here to help. We understand the immense burden globalization places on your local IT departments. With offices in the United States and the Asia Pacific, ICE can provide 24/7 support that complements and supplements your in-house staff OR you can fully outsource the help desk function and on-site user support to us. Also, we can customize our help desk and onsite user support to meet your budget and business needs.

Our help desk services are staffed by experienced ICE employees in the Bay Area and in our Asia office, all fully owned by ICE Consulting. We invest significant time in providing technical and customer service training to our staff so we can provide clients like your firm with the highest quality customer service.

Advantages of ICE help desk services:

24x7x365 help desk services
Customized and on-site help desk services, if required
A dedicated or shared help-desk team
Onboarding and off-boarding of employees
Runbook development and documentation (outlining routine operations, etc.)
Detailed development/maintenance documentation for your environment
Enterprise-class ticketing system
Weekly and monthly reporting that includes:

Detailed ticket analysis
Differentiation between incident versus problems
Problem analysis
Trend analysis
Client Satisfaction Score (CSAT)

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A Track Record of Success and Industry Recognition

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Top 10 Most Disruptive
Cloud Solutions Providers
CEOVIEWS MAGAZINE

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Top 10 Managed Security
Service Provider
INSIGHTS MAGAZINE

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Top 25 Life Sciences
Technology Vendors
CIO APPLICATIONS MAGAZINE

SOC 2 Certified

Less than 5% of MSPs have the prestigious SOC 2 Certification that helps ensure the security, confidentiality, and privacy of your company’s data.

Why it Matters$

24x7x365

Live monitoring, response, and support services—when and wherever you need it most.

97% Client Satisfaction Score

Based on more than 5,000 client reviews.

Client Testimonials$

25 Years in Business

We have been providing Managed It services since 1997.

Schedule a FREE CONSULTATION
to discuss our help desk services today!

SCHEDULE A FREE CONSULTATION

International Organization for Standardization (ISO)

ISO compliance is achieved when an organization meets the requirements outlined in a specific standard developed by the International Organization for Standardization (ISO). ISO has developed thousands of standards that cover all areas of business. These ISO frameworks are used by organizations to embed internationally standardized business practices.

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Health Insurance Portability and Accountability Act (HIPAA)

Compliance with the U.S. Health Insurance Portability and Accountability Act (HIPAA) requires companies that deal with protected health information (PHI) to have physical, network, and process security measures in place and follow them. HIPPA laws are a series of federal regulatory standards that outline the lawful use and disclosure of protected health information in the United States.

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Health Information Trust Alliance (HITRUST)

The Health Information Trust Alliance (HITRUST) is a non-profit company that delivers data protection standards and certification programs to help organizations safeguard sensitive information, manage information risk, and reach their compliance goals. HITRUST stands out from other compliance frameworks because it harmonizes dozens of authoritative sources such as HIPAA, SOC 2, NIST, and ISO 27001. It is also the only standards development organization with a framework, assessment platform, and independent assurance program, which has helped drive widespread adoption.

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Clinical Laboratory Improvement Amendments (CLIA)

Clinical Laboratory Improvement Amendments (CLIA) of 1988 contains the Code of US Federal Regulations that govern any entity that returns patient test results for the purposes of caring for that patient. CLIA ensures that there is a standard of quality associated with test results across laboratory testing performed on specimens from humans such as blood, body fluid, and tissue, for the purposes of diagnosis, prevention, or treatment of disease or assessment of human health. This ensures the accuracy, reliability, and timeliness of laboratory test results regardless of where the test was performed.

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National Institute of Standards and Technology (NIST)

NIST was created to improve U.S. innovation and competitiveness across industries “by advancing measurement science, standards, and technology in ways that enhance economic security and improve our quality of life.”
Today, NIST remains one of the nation’s oldest physical science laboratories with a focus on three core competencies:
1. Measurement science
2. Rigorous traceability
3. Development and use of standards
NIST’s technical contributions to the development of information security standards have saved private industries more than $1 billion and drive consumer and business confidence.

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General Data Protection Regulation (GDPR)

The goal of GDPR is to provide more stringent data privacy and security measures and more user-friendly disclosures and reporting on data protection practices. The regulations aim to allow individuals to control the use and storage of their own data, including any personally identifiable information.

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Sarbanes-Oxley Act (SOX)

The Sarbanes-Oxley (SOX) Act of 2002 was passed by the United States Congress into law to cut down on corporations that took part in fraudulent financial reporting. The act was passed on July 30 and its main intention is to protect investors. It’s regularly referred to as the SOX Act of 2002, and it includes strict reforms to previous securities regulations. By mandating these reforms, lawbreakers were now subject to stricter and tougher penalties.

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Service Organization Control 2 (SOC 2)

SOC 2 is coveted and hard to obtain information-security certification, and it demonstrates that an independent accounting and auditing firm has examined an organization’s non-financial reporting control objectives and activities. The auditing firm tests our controls over time to ensure that they are operating securely and effectively. Developed by the American Institute of CPAs (AICPA), SOC stands for Service and Organization Control. It defines criteria for managing customer data based on five “trust services principles” — security, availability, processing integrity, confidentiality, and privacy.

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