Our Service Desk is the front line of defense for any reactive IT support our clients need. A majority of reactive support tickets are limited as our strategic services team is providing the services required to keep reactive support issues to a minimum.
Guaranteed Service Levels
Our Service Desk team is driven by our Service Level Agreements (SLA) that we provide for our Managed IT Service clients. We are continually monitoring how we are doing with meeting our SLA goals. We offer multiple ways to our clients to submit support requests that are based on Priorities and provide access to a friendly voice if our clients are facing an urgent issue.
Tiers of Support
Our Service Desk team consists of a full suite of skills that include Tier 1 through Tier 3 support. Our Tier 1 support will capture the service requests, perform the initial triage. Our Tier 2 team will work on a majority of our end-user, and desktop support needed. Our Tier 3 team handles a majority of our escalations and network-related service requests. If a reactive issue cannot be resolved remotely, we will schedule a Support Desk Technician to go onsite if needed.
To learn more about hour Service Desk support, please contact us here.