IT Help Desk
IT Help Desk | Ticket Inquiries | Help Desk Process
Already a client and need assistance? Our Helpdesk team is ready to help.
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13000+
Tickets Completed in 2024
99%
First Response SLA Met
1000+
Monitoring Alerts Analyzed Daily
Our Support Process
Triage & Ticket Creation
Once you contact us—whether by phone, email, or portal—your issue is logged into our system. Our support coordinator reviews the request and assigns a priority level based on urgency and impact.
Initial Response
A Help Desk Specialist will reach out promptly to gather any additional details, confirm the issue, and begin troubleshooting. For critical issues, this happens within 30–60 minutes.
Remote and Onsite Support
If the issue cannot be resolved remotely, it is escalated to our onsite support team. We’ll coordinate a visit to your location if you're within our service area.
Resolution and Confirmation
Once the issue is resolved, we’ll confirm with you that everything is working as expected. We won’t close the ticket until you’re satisfied.
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Certified Experts You Can Trust
Industry Certifications
Our technicians hold certifications from top providers ensuring they’re equipped to handle everything from basic troubleshooting to complex infrastructure challenges.
Ongoing Training & Education
We invest in continuous learning. Our team regularly completes advanced training modules and attends industry events to stay ahead of evolving technologies and best practices.
Hands-On Experience
With thousands of service requests resolved, our technicians bring real-world experience to every issue. They’ve seen it, solved it, and know how to prevent it from happening again.
Specialized Expertise
Each technician has a focus area so you always get support from someone who truly understands your environment.
Got any questions?
We've got answers.
Do I need to be a current client to get support?
Yes. Help Desk services are available to clients with an active managed services agreement.
What types of issues can I report to the Help Desk?
You can report anything from password resets and software errors to network outages and hardware issues.
Can I request onsite support?
Yes. If your issue cannot be resolved remotely, we’ll dispatch a technician to your location within our service area.
What hours do you provide support?
Yes. If your issue cannot be resolved remotely, we’ll dispatch a technician to your location within our service area.