Enterprise Help Desk Services

Overview

All large corporations have a help desk to solve their employee’s computer issues, why shouldn’t you? Just because you aren’t a multi-national conglomerate doesn’t mean you have to waste your time with pesky computer problems. There are businesses to help you, but none compare to our Enterprise Help Desk.

The Enterprise Help Desk offering is designed to be comprehensive, yet flexible. An assessment will determine your applications and systems and help you develop an escalation plan and service level agreement that meets your business requirements.

Creating, designing, and implementing a help desk is a costly project. We have already done this and are offering this service to you. We have been operating our Help Desk for over eight years so we know what it takes. With experienced, customer-orientated personnel, we are the expert in help desk services for the small and mid-tier business space.

With the Enterprise Help Desk offering, you can focus on running your business, without the worry of system questions or problems halting your productivity. Our highly trained help desk engineers can work with you and your associates as if they were a part of your team. You get access to IT experts that will work directly on the day-to-day activities that support your business. That’s a formula for success!

ITIL Based Methodology and Toolset
On Demand Reporting
Above industry average customer satisfaction ratings
Help Desk Institute Certified Engineers ensure you customer issues are resolved by courteous, knowledgeable experts.
Leverages our MSP Alliance Accredited NOC
Proven call-taking and problem-solving methodology adapted to your client’s needs
Access to state-of-the-art technology tailored specifically to technology service providers

Benefits

Over 250,000 issues solved
Level I and Level II certified and trained analysts
Flexible operation hours
Save time
Increase productivity
Immediate resolution
Support almost all desktop applications
A repository for all user requests including HR, facilities, copiers, telephone, etc.
All issues are managed by the help desk
Management reports help measure progress
Provides a single location to manage all your associates, issues

Details

Highest Rated Customer Satisfaction by Help Desk Institute

We consistently score several percentage points higher than other outsource providers using the Help Desk Institutes Customer Satisfaction Index.

Issue Management

By tracking all issues, Enterprise Help Desk team members are able to coordinate their work and make sure that issues get resolved in a timely manner. Issues that are not taken care of in timely manner will automatically be escalated.

Better Focus on Core Competencies

Allows you to focus on your company's core business competencies
Reduce or eliminate the need for an internal help desk

Maximize employee productivity and efficiency

Resolve issues quickly
Identifying root cause
Issues are solved right the first time in a friendly manner

Augment current onsite resources

Allow IT to leverage technical and business knowledge to apply technology to business issues

Powerful desktop sharing tools

Immediate employee support when they need it
Tools allow help desk expertise access to computers as if they were onsite

Rapid deployment

Comprehensive help desk available immediately
No need to build out an internal Help Desk staff

Root Cause Identification

An investigation to determine the cause(s) of a failure or defect by establishing the failure mode and elements responsible for the failure.

Flexible support hours

Our standard hours of operation are from 5am – 6pm PST, Monday - Friday.
We also offer a 24X7 solution

Reliable, experienced, customer service-oriented help desk personnel

Our professional staff with an average of 10 years of combined IT expertise, are able to provide a high level of professionalism, integrity and objectivity.

Management Reports and Trend Analysis

Customers can obtain status reports, charts and graphs showing trends and problem areas.
The analysis of data that exhibits an ongoing upward or downward pattern that is not due to seasonality or random noise. Analyzing trends is useful in detecting patterns that could lead to future quality problems, and in forecasting future demand periods.

i-NETT Help Desk

Full Problem Resolution & Expert Customer Service

In the world of IT, problems happen. Computers crash, passwords are lost, email stops working, and the list goes on. And without proper technical support in place, these problems can bring your business to an abrupt – and potentially damaging – halt.

With i-NETT Help Desk, you can enjoy peace of mind knowing that our certified technicians can quickly and efficiently resolve even your most complex technical problems.

Proactive Care & Maintenance

Not every support issue can be called a catastrophe...until it prevents you from being able to do your job. We’re here to help you stay ahead of the curve, so you can focus on growing your business – and to do so, we’ve adopted a proactive approach to network monitoring and IT maintenance.

That’s why our help desk is a seamless extension of our remote monitoring platform. So when you call to report an issue, there’s a good chance we’re already aware of the problem you’re experiencing – and are actively working to resolve it.

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.