Smart-Tech Solution for Help Desk

24x7x365: Let Us Take the Nightshift

When your staff calls for technical support, they expect quick response times, a high quality of service and expert problem resolution. Unfortunately, delivering superior service and support poses both economic and staffing challenges for nearly every company.

To provide consistent and responsive customer service, we provide you with 24x7x365 Help Desk. This means our technicians are available around-the clock – including nights, weekends and holidays.

Smart-tech Sourcing: An Effective, Affordable Alternative

With our U.S.-based Help Desk, you can exceed staff and executive expectations and provide superior service without hiring additional staff or straining existing resources. Through extensive investments in process, training and technology, our certified Help Desk technicians provide Level 1 and 2 support to over 35,000 end-users. Best of all, you pay a low, fixed monthly fee at a fraction of what it costs to staff and operate an internal help desk – and we’ll absorb daily routine maintenance and troubleshooting, so your employees can focus on important, revenue-producing projects. Our technicians receive regular training, coaching and quality review to continuously sharpen their skills, and they’re backed by a team of professional supervisors and managers to ensure consistency and unmatched service delivery.

A Seamless Extension of our remote monitoring & NOC

Our Help Desk is a robust extension of our industry-leading remote monitoring and management (RMM) platform, as well as our world-class Network Operations Center (NOC). This means that when a customer calls, we’re often already aware of the problem they’re experiencing – and are actively working to resolve it. Additionally, our Help Desk and NOC technicians share a common ticketing system, enabling both teams to collaborate, tackle complex problems simultaneously, and ensure that all issues are diagnosed and resolved quickly. This integration and communication creates an optimal experience for your customers.

Benefits

  • Level 1-3 Support: Our Help Desk technicians are skilled in both Level 1 and 2 desktop and server support. Level 3 support is seamlessly escalated to our NOC.
  • Industry-leading Service: We answer most calls in fewer than 90 seconds, and our First Call Resolution is 77% (as compared to the industry average of 64%).
  • White-label: We answer the phone as your (or your client’s) IT department.

Help Desk Certifications

Professional, Certified Experts Supporting Your Business
Enterprise Desktop Administrator on Windows®7
Enterprise Desktop Administrator on Windows®7
Microsoft Windows Vista
Enterprise Support Technician on Windows Vista
System Engineer NT4
Windows 2000 Server
MCSE
Microsoft Certified Technology Specialist
Office 365
Office Word 2010
Office Word 2007
Office Word 2002
Office Outlook 2010
Office Outlook 2007
Office Outlook 2003
Office Outlook 2002
Office Excel 2002
Office Powerpoint 2002

Help Desk Support includes:

  • Microsoft and Apple desktop operating systems
  • Thin clients and virtual desktop infrastructure (VDI)
  • E-mail applications and browsers
  • Microsoft Office and documented third-party applications
  • Hardware and network troubleshooting
  • Printer installation and support
  • Mobile phones and tablets
  • User administration
  • Desktop performance problems

Call today and lets discuss how you can start taking advantage of our 24/7 help desk.