1800 Help Desk
The Importance of a Quality Helpdesk
A quality helpdesk is a foundational aspect of IT support, where your employees contact us to resolve day-to-day problems. Small issues can accumulate significant downtime for a business, making the time to get support and the average time to resolution critical key performance indicators. Our average time to answer a tech support request is under 1 minute, and most issues are resolved within 15-30 minutes. We understand that time is money and work diligently to ensure the fastest resolution to your problems.
The qualifications to be able to enjoy the 1800helpdesk offering (you must have the following):
- No servers in your infrastructure
- Use only Software as a Service (SaaS) cloud applications (think salesforce or other cloud-based apps)
- You must be on Office 365 (or be open to moving to Office 365 for email)
Support for the helpdesk is fixed cost, meaning you can call the helpdesk as many times as necessary for one low fee. If you need a higher-level engineer for a special non-helpdesk issue (think domain issues, firewall/network issues, etc) then this work is approved ahead of time and is billed at $195 hour in 30-minute increments.
When you come on with the 1800helpdesk service, you will pay an ‘onboarding fee’. This fee covers loading remote support software for patching and other purposes as well as your state-of-the-art Managed Detection and Response (MDR) software. This MDR software watches your system 24/7 with a human staffed (not only AI) Security Operations Center (SOC). This also allows us to build documentation for your system. Please note that during discovery and onboarding, if there are security concerns with your setup, we will bring them forward at the time for discussion and quotation.
Key Features of an Excellent Helpdesk:
- Rapid Response Time: Quick response to support requests, minimizing downtime.
- Efficient Issue Resolution: Most issues resolved within 15-30 minutes, with immediate escalation if needed.
- Clear Communication: US-based support ensures clear communication without language barriers.
- Flexible Support Options: Tailored support coverage (8X5 or 24X7) based on your needs.
- Multiple Contact Methods: Support requests can be made via chat, voice, or portal, providing convenience and flexibility.
Benefits of US Based Support:
- Enhanced Communication: Onshore support eliminates language barriers, ensuring clear and effective communication. This leads to faster issue resolution and better overall support experience.
- Cultural Understanding: Onshore support teams have a better understanding of local business practices and cultural nuances, which can improve the quality of service and customer satisfaction.
- Time Zone Alignment: Onshore support operates within the same or similar time zones, reducing delays and ensuring that support is available when you need it most.
- Higher Accountability: Onshore support teams are often subject to stricter regulations and standards, ensuring a higher level of accountability and quality of service.
- Stronger Relationships: Building a relationship with an onshore support team can lead to more personalized and attentive service, as they become more familiar with your business and its unique needs.
