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Enterprise Support Services
Help Desk
Our Team is available 24 hours a day, 7 days a week to provide troubleshooting and escalation to resolve your computing and networking issues faster and more efficiently. Using remote and/or on-site capabilities, “best business” practices, and automated tools, our Help Desk service is designed to maximize the level of first call resolution and get the end-user back in operation as soon as possible. Our Help Desk Team operates under a three-tiered structure:
• Tier 1: Level 1 Help Desk support technicians, capable of resolving lower level end user issues such as printer connectivity, password resets, email and windows profile creations. Level 1 technicians will have the knowledge to document tickets and forward them to the Level 2 (Tier 2) group. All issues must either be resolved or escalated
• Tier 2: The Tier 2 Help Desk is a centralized help desk, set up to directly support all possible operational issues prior to elevating them to the Tier 3 Help Desk. The Tier 2 Help Desk is primarily comprised of mid level representatives whom are capable of resolving network issues, complex MS Windows problems, Email and Calendaring problems and general usage questions. The Tier 2 Help Desk serves as the liaison between the Tier 1 and the Tier 3 Help Desk in the chain of support for customer operational issues.
• Tier 3: If an issue is unresolved, the Tier 2 Help Desk will escalate the issue to the Tier 3 Help Desk. Tier 3 representatives will act as a liaison between the customer and Operational groups such as Networking, and Databases. They will also have the ability to assign tickets to Desktop Support Specialists for desk side support.
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