As soon as we are contacted, a ticket is opened in our tracking system where it will be followed throughout the lifecycle of the issue. Within the hour, though often immediately, an appropriate engineer will begin troubleshooting the issue or fulfilling the task. Help Desk Specialists are trained to handle a wide variety of issues, both common and not so common, quickly and efficiently, and in the event that a more senior team member’s skill set is required, they will escalate promptly.
Every effort is made to resolve issues remotely. And in over 90% of the cases, we can. However, in those cases where it is not possible, we will schedule to come on-site. We will coordinate with you for the best available time to minimize any disruptions.
Tailored to Your Needs
Your company is unique and the way your support demands are processed should be tailored to your specific business culture. Our team is flexible and will accommodate what works best for you, whether it is for all issues to be routed through one point person at your company or to let users call us directly when their need arises. Whether you prefer to cap your support budget, or simply be made aware of unusually high call volumes, we can accommodate that as well. No matter what your needs are, we can establish a procedure that best suits your business.
We offer a comprehensive end to end solution for all of your support needs.