24/7 Help Desk
An Affordable Advantage
Traditionally, the choice was difficult: Do you add staff and build an infrastructure to implement your own help desk service, or do you forgo this potentially expensive option due to cost, but at the risk of customer satisfaction? Now, there's no longer a need to choose.
The CentriServ Help Desk makes the decision simple and cost-effective by providing an affordable, scalable, highly technical call center that allows you to lower operating expenses while providing your customers with quality product support.
By using the CentriServ Help Desk, you can provide your end-user customers with 24/7 technical support on software and hardware products from certified, frontline-support technicians -- without draining your resources.
Increase your recurring revenue by complementing your existing managed-services portfolio with CentriServ Help Desk. You can then free your IT staff to focus on your core business and higher-level, more profitable projects. Let our customer-friendly service-assurance team expertly troubleshoot technical issues with industry-leading internal processes.
Support Levels
Level 1
This level of help desk support provides call-answering service, troubleshooting and call-logging. The help desk utilizes a populated knowledge base to resolve the incident at the initial contact.
- Windows and Apple workstation troubleshooting and triage
- Desktop Peripheral hardware
- Use of Remote Control to resolve issues
- Basic "how to" questions
Level 2
This level of help desk support involves connection to a server for resolution. Additional troubleshooting scripts enhance the service while a populated knowledge base and remote access allows for troubleshooting of issues that reside within the core infrastructure. If a cell can't be resolved, a predetermined call-escalation process will begin.
Key Features
- Simple, points-based or per user pricing
- Domestic call center
- ITIL best practices
- Round-the-clock support by certified technicians
- Access to the eSupport Portal for easy reporting
- Choice of multiple service offerings
- Customized, dedicated phone line with a script (optional)
- Call-dispatch capabilities for on-site repairs
- Access to CentriServ for on-site repairs
Key Benefits
- Contained or reduced operating costs
- IT staff is free to focus on internal, core-business opportunities
- Implementation of CentriServ Help Desk services is faster than building and staffing your own help desk
- 24/7/365 service
- No drain on resources, staff or infrastructure
- Output to ticketing systems (e.g. Autotask)
