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IT Helpdesk

Customer Satisfaction

Our friendly customer-service team will use industry-leading internal processes to expertly troubleshoot your technical issues. Customer issues are addressed in a timely and courteous manner.

US-Based Human Experts

When you sign up for the Help Desk you’ll experience the benefit of a live, U.S.-based technical support team on software and hardware products from certified front-line support technicians.

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The Help Desk Service Process

  • The call will be answered by a Level 1 technician.
  • If the incoming request can be handled within 10 minutes, the Level 1 technician will stay with the call to resolve the issue.
  • If the Level 1 technician estimates that the incoming request will take longer, they will (a) hand off the call to a Level 2 technician if one is available, or (b) inform the caller that the issue will be assigned to a Level 2 technician and end the call.
  • The Level 1 technician will then place the ticket in the Help Desk ticket queue where it will be assigned to a Level 2 technician.
  • The level 2 technician will contact the client based on ticket priority.

Software

  • Desktop Operating Systems - Microsoft Windows 2000 and up, Mac OSX Lion
  • Office Suites - Microsoft Office 2000 and up
  • Email Clients - Microsoft Outlook 2000 and up
  • Browsers - Internet Explorer 6 and up, Mozilla Firefox
  • Third Party/Proprietary Software
  • All third party and proprietary software will be supported on a best effort basis.

Services

  • PC and network troubleshooting
  • Handheld device configuration and troubleshooting
  • Administrative tasks
  • Software installations
  • Virus/Spyware removal
  • File/Folder restores

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