NETWORK USER & DEVICE SUPPORT

Our Help Desk responds to a wide range of end-user requests. Although our Help Desk supports new user and equipment setups, as well as other desktop projects, our first priority is to resolve high priority incidents that impede an existing client’s ability to work.

Our focus is on immediately addressing employee IT issues which provides benefits to our clients, including the following:

• Ensures that when your employees call with a high priority issue, our frontline technicians are available to serve them immediately. (We prefer to work with your employees while they remain on the call to ensure issues are resolved to their satisfaction, but if your client is not required, we will generally offer them the opportunity to disconnect while our technicians complete the work.)

• Minimizes the time your employees spend on the phone while our technicians work, delivering a superior customer experience.

Real-Time Requests

Real-time requests are handled immediately by Help Desk technicians until resolved, unless 3rd party escalation is required by the client. These requests are divided into three categories and addressed in this order:

1. High Priority Problems

2. Administrative Tasks

3. Application Support

High Priority Problems

High priority problems severely impede a client’s ability to work. In some cases, multiple users may be affected. Examples include:

• Email or application crashed or not functioning properly

• Printing issues

• Database connectivity issues

• File and folder access problems

• General hardware failures

• Computer performance problems

• Virus and malware infections