We are process-oriented and centralize your company’s support and maintenance needs in one location, giving you greater control over what has been done and what needs to be done in the future.
We understand how crucial it is to have an efficient IT system for your day-to-day operations, therefore, we guarantee that your Service Desk can always be reached to provide 24 x 7 IT support for your systems and applications. With our Service Desk, your expert tech staff and advanced engineers can be freed to focus on more strategic projects while we take care of all your Level 1 issues.
First Point of Contact provides rapid response to all inquiries by routing the incident to the appropriate support person.
Level 1 Service Desk Support provides a single point of contact for all customer users during a defined period of performance.The Service Desk Operator assigned to you will answer your calls using your company’s name to ensure a seamless end-user experience.
Optional Remote Level 2 Support offers an optional service when an advanced Level 2 skill is needed. Any incident needing Level 2 support will be transferred to the appropriate team member with in-depth knowledge of the supported application.
Employee self-service (ESS) provides employees with access to the applications and information required to do their jobs in compliance with corporate policy and protocols.
Incident Management categorizes issues and makes it possible to automate the workflow to resolve them.
Problem Management includes processes for pattern analysis that will help minimize the impact of problems.
Incident and Service Request management while applying proper classification and prioritization code
Guaranteed Service Levels for Incidents and Service Requests to meet your business requirements
Escalation of Incidents and Service Requests that cannot be resolved within agreed timelines
Operating Systems We Support: Windows 11, Windows 10, Windows 7.
Best-in-class 100% US-based resources that are technically trained. Over 250 languages are supported with a translator service add-on.
Incident and problem management workflows and known problem alerts
Full-featured automated call director and fully redundant failover for Disaster Recovery
VP OF IT | USA