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Contact us
Support Hotline:400-902-9162
Company phone:021-22065380
Shanghai Office: Room 1506, Yuexiu Building, No. 388 Fushan Road, Pudong, Shanghai
Suzhou Office: Room 301, Yuanyuzhou Industrial Application Center, Yushan Town, Kunshan
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Shining Together in 2025 with NovaTech
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Shining Together in 2025 with NovaTech
In 2024, we said: The path ahead might be dim, but NovaTech will shine like a new star. In 2025, we honor our journey and shine together into the future!
2025.01.13
Infrastructure Operation and Maintenance Services
By providing a range of management and operation services, we help enterprises use and manage cloud resources on Azure more efficiently.
Helpdesk Services Introduction
NovaTech's IT helpdesk services aim to resolve and prevent IT-related issues for both company employees and customers, ensuring the overall stability of IT infrastructure and enhancing user experience.
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Network Support
Broadband access SD-WAN and VPN networks Local switches, firewalls, and Wi-Fi networks Cloud networking Policy configuration NOC network monitoring -
Cloud Infrastructure Support
Identity and access management Virtual machine and container management Backup and data replication PaaS service maintenance Support for Microsoft Azure services Disaster recovery -
Security-Related Support
Endpoint protection Identity security Data security SOC security monitoring and management Security event tracking and handling Privacy management -
Microsoft 365 Support
Exchange mailbox support Microsoft 365 backend management SharePoint document sharing and permission management OneDrive management Teams meeting and telephone system support and maintenance Microsoft 365 compliance management -
Application System Management
Point of Sale (POS) systems (Cegid, LS Retail, Dynamics 365) ERP system management and maintenance CRM system management and maintenance Low-code and no-code system management and maintenance BPM and automation workflow management BI management and maintenance -
AI Support
Microsoft 365 Copilot training and support GitHub Copilot development training and support AI application automation support AI model training and deployment support Novatech AI product support RAG and other AI technology support
Why Choose NovaTech IT Outsourcing Services
13 years of help desk service experience.
Exclusive operation and maintenance support center located in Pudong, Shanghai.
Established a partnership with Microsoft experts.
Over 30 IT professionals on staff.
At the company and project level, we have established a quality management system in line with ISO9001 standards, based on specialized personnel and mature processes.
Obtained ISO27001, ensuring the security of customer data we access.
Operation and Maintenance Service Process
This process ensures that every problem can be solved quickly, professionally, and effectively, providing customers with high-quality IT services
01
Creation
We strictly follow ITIL standards to efficiently handle common issues (Level 1 help desk) and technical challenges (Level 2, Level 3 help desk), enhancing the user experience and productivity. For companies that require brand consistency, we also provide customized help desk services to address issues under the client's brand name.
02
Processing
Tickets are categorized based on issue type and urgency, and assigned to the corresponding support engineers. For general Level 1 tickets, this process is automated. For more complex Level 2-3 tickets, manual assignment is ensured to be made to engineers with the necessary professional skills.
03
Resolution and Upgrade
The designated support representative will resolve the issue as quickly as possible. If deeper technical support is required, the issue will be escalated to a higher-level engineer to ensure a thorough resolution.
04
User Notification
We will promptly notify users of any changes in the ticket status and the final solution, allowing users to understand the progress and outcome of the issue resolution in a timely manner.
Our Covered IT Components
To ensure the stability and efficiency of your IT infrastructure and its key components, NovaTech's operation and maintenance services cover the following areas:
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Local Data CentersSupport for physical servers and virtualized environments to ensure the stable operation of local data centers.
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Public CloudCovering public cloud platforms such as Azure, Alibaba Cloud, Tencent Cloud, Huawei Cloud, and AWS, providing comprehensive management and support for cloud infrastructure.
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Terminal DevicesIncluding desktops, laptops, and mobile devices, compatible with Windows, Mac, and Linux operating systems, ensuring the normal operation of employee devices.
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Development InfrastructureSupporting CI/CD processes, development, and testing environments, providing reliable infrastructure support for development teams.
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Application SystemsCovering ERP, POS, CRM, OA, and custom applications, ensuring the efficient operation of various business application systems.
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Network and Network SecurityProviding network management and security services, including SIEM, IAM, firewalls, etc., to ensure network security and compliance.
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Data StorageSupporting the operation and management of databases, data warehouses, and data lakes, ensuring the security and efficient access to data.
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Customer-Facing SoftwareCovering the maintenance and support of applications, websites, and portals, ensuring smooth operation of customer-facing software and enhancing user experience.
Our IT Helpdesk Support Channels
To ensure the smooth operation of your IT infrastructure and to provide timely support, NovaTech offers the following support channels：
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User Self-Service Portal -
Service Desk Software -
Email -
Telephone -
Instant Messaging -
Social Media
NovaTech Support Center