What are Help Desk Services?

Our Help Desk service is focused on providing an excellent customer experience through friendly, efficient interactions. The team is trained to greet users, gather information, and resolve in-scope issues or route the user to the quickest, most efficient resolution.

We log tickets for all incoming requests and charge the per ticket rates based on when the ticket was created.
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Our business hours are Monday - Friday 6:00 am ET - 6:00 pm ET.
Times outside of business hours and all US Government holidays are classified as after hours.

• Fast response
• Ticket creation
• Ticket categorization
• Ticket prioritization
• Ticket routing
• Excellent customer service
• Answering incoming calls
• Grooming incoming emails
• Responding to incoming chats
• White-label greetings

• Application Troubleshooting
• Active Directory & Microsoft 365:
• PC Troubleshooting
• Account Unlock
• RDP & Citrix Session Resets
• Account Creation, Modification, Disablement
• Voicemail Password Reset
• Group Membership Modification
• Server Service Restart
• Password Resets
• 3rd Party Plug-in Update
• Distribution Group Creation or Modification
• Password Resets
• Mobile Phone Email Setup (iPhone & Android)

Custom Services

If you need assistance with Help Desk services outside of the items listed above, we can work together to create a list of services that meets your needs.

Service Goals

In order to be successful, we need to define success. Below are the metrics to which we hold our team accountable to ensure we are delivering a service that brings value to our clients:

• Average speed of answer < 30 seconds
• Respond to emails in < 5 minutes
• Respond to chats in < 1 minute
• Weighted answer rate > 95%
• Net promoter score > 90