The key to running a good IT help desk is to provide fast response time, knowledeable support, and determination to resolve issues thoroughly.
Support when YOU need it
Computer problems are unpredictable and never convenient. In order for a workforce to be efficient, it needs to have rapid access to a technician who can fix PC errors. Response time is key, the longer a computer is down the more frustrated and delayed work becomes - bringing productivity to a halt.
One Ticket/One Tech
Everyone has dealt with difficult help desks before. Many of the issues stem from how wasteful they are of user's time. From dispatchers, gatekeeprs, to inexperienced 1st level techs. Our approach is different and can be summarized as: One Ticket/One Tech. When you or a staff members submits a ticket, they will be assigned a tech who will see their case through to it's successful completion. Problems are solved faster when seasoned techs work on them from the beginning. If another tech is involved, it will only because another resource is better versed in a specific issue and can provide more comprehensive support.
The Help Desk is the frontline of an organization's IT.
- Thorough reporting of incidents helps to identify trends and painpoints that can be improved.
- Detailed technical documentation is performed at the onset to provide the technical resources needed to identify and solve IT needs
- A ticketing system and customer portal provide real time information on work being performaned and job completion.