Help Desk Systems & Services

Our help desk solutions provide expertise in managing and optimizing help desk operations. Over 20 years experience in help desks service and solutions tasks has provided us with significant insight as to what is effective, productive and provides the best quality of service for our clients. We have provided systems and solutions for help desk tasks that range in size from 125 users to over 200,000 users at locations across the country and around the world.

Knowing that quality and consistency are key to successful help desk operations, we have developed and refined our solutions approach to address the most important issues that affect quality. Our approach consists of improvements to and effective utilization of:

Processes – define, assess, improve, execute, comply

Quality Assurance – peer reviews, audits, sampling, monitoring

Trending – data mine legacy systems for non-compliance by person and by team

Training – periodic and refresher instruction to re-mediate non-compliance issues

Staffing – flexible staffing during peak periods

Tools – efficiently leverage the capabilities of legacy systems, incorporate monitoring and dashboard solutions

Management -  monitor and coach staff to optimize customer service

Help Desk Systems & Services

Enterprise Service Desk

Call Management Systems, ACD, IVR

Tier 1, 2 & 3 Help Desk Support

User Support

IT Service Management (ITSM) & ITIL

Remote Desktop Management Services

Performance Analysis & Reporting