Powered by the Intelligent Help Desk, this service provides end users with access to (remote) telephone-based technical support. Delivered by 100% on-shore North American resources, the Intelligent Help Desk offers the traditional business value of outsourcing your help desk overseas but with high quality customer service delivered by highly trained support staff that are measured on the quality of the customer experience they deliver.
Key Service Features:
- 24x7x365 Desktop support via phone, email and web
- 100% North American based support agents
- Fixed fee unlimited per user or custom case/incident price models
- Live service facilitation, remediation and escalation
- Private label service, branding and dedicated 800#
- Custom reporting and root cause analysis
- Master Service Level Agreement w/performance guarantees
SLA Performance Indicators:
- 90% of all calls answered within 180 seconds
- 90% of all electronic requests answered within 60 minutes
- 75% first call resolution (Level 0-1)
Supported Product and Technology Areas:
- Workstation/Laptop Hardware Support
- Workstation/Laptop O/S Support (MS & MAC)
- Printing / Network Connectivity Support
- Remote access/control of PC for resolution (Requires RMM)
- Core Application Support, Microsoft, Adobe & Symantec
- Email Client (Outlook/Express/Windows Mail, MAC Mail).
- Microsoft Office Standard Suite
- Software/application-related incidents on Microsoft or MAC
- Printer-related problems i.e. mapping, drivers and connectivity
- Incidents related to network connectivity
- Server based password resets
- Spyware or virus cleaning from either servers or PCs
- Server Diagnostic (with documentation and access)
- Simple Server Troubleshooting
- Custom escalation procedures for each client with internal escalation approval process