End-users are human. Shouldn't their IT support be too?
Your end-users' time is best spent working for your organization, not managing IT issues. We make it simple by offering fast and reliable support for your users, as well as Proactive Desktop Remote Management and Maintenance for your workstations.
Now your end-users don't need to worry about racking up bills whenever they need support.
All of our help desk employees are experienced IT Professionals. We expect more from our staff than the average services provider. We practice Total Call Ownership, meaning our technicians "own" the call until it is resolved and closed.
The customer portal can be used to track the status of current tickets and review previous ticket history. Employees can look up resolutions to issues that have come up in the past. This can help them solve problems that may occur in the future.
We also provide monthly usage and trending reports. This allows your employees and our technicians to see if there is an issue that is occurring on a regular basis, in which case we will take the necessary steps to stop the recurring issue.
End-users receive immediate technical support when connected to our Help Desk service. A Help Desk professional opens a new ticket for each case, then identifies the user and determines the nature of the problem with the appropriate resolution or escalation resource. The tech resolves the problem, records all of the information about the case, and closes the ticket. In the case that the Help Desk professional is unable to resolve the problem, the ticket is excalated to the appropriate secondary contact. Follow up occurs to ensure the problem was resolved and then the ticket is closed.
Our Help Desk techs are able to answer your employees' "How To" questions and each question is documented with the resolution. If the problem should arise again, employees are empowered to solve the issue on their own by referring to the step-by-step instructions we have provided, without calling the Help Desk.
We offer remote support for service tickets so end-users have access to Help Desk techs. The Help Desk services include unlimited problem isolation and resolution.
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