TECHNICAL HELPDESK RESPONSE
Remote technical support services provide expert support 24x7 with a Service Level Agreement ensuring that an engineer is actively working on Priority 1 Support calls within the hour of a case being logged.
Our Help Desk support service is designed to provide your business application users a reliable and responsive point of contact for all IT related issues. We provide fast remote and on-site technical support when you need it most. Our aim is to always keep your business IT operational.
End users may use any one of four channels to contact the Help Desk (email, phone, chat, or web portal). The Help Desk technicians act as first point of contact and log all incidents, assign priorities, and resolve problems with applications/systems and hardware, escalating to 2nd / 3rd line or 4th line engineers as appropriate.
All incidents are monitored from intake through resolution to follow-up with the end user to close out the incident. Our escalation matrix ensures all calls are resolved within the service level agreement.