Managed Services » Help Desk

In the dark of night, in the dead of winter, on holidays and at times when it seems like everyone else is on vacation: our help desk is always available. We’re there for you 24 hours/day, 7 days/week, 365 days/year. We’re always on. We provide your company with individualized support and around-the-clock troubleshooting. Our team will give you the assistance you need, when you need it. Our help desk group boasts one of the lowest staff turnover levels in our entire organization, which means we develop highly personalized relationships with our long-term clients and their systems. We rely on efficient issue tracking system (ITS) software to ensure that every individual incident ticket is properly managed and receives appropriate follow-up. We make use of a three-tiered system to guarantee that every request is handled professionally and with care. Level One takes care of basic issues and troubleshooting, including password resets, printer configurations and escalation to higher levels of support. At Level Two, we handle general configuration issues and software problems; we also schedule break/fix services and hardware repairs. Our Level Three team deals with higher-level administrative issues, including server repair, network and data center problems as well as infrastructure issues. We guarantee a specific service call response time in every SLA we deliver.