Help Desk more more information
 
 
 
Managed Help Desk Services
The Service Desk functions as a Single Point of Contact (SPOC) to provide users with the help they need to restore their service as quickly as possible with a minimum amount of disruption and downtime. The SPOC model is important as it is designed to save users time when they are needing to resolve their technology issues
Overview
One phone call, one e-mail, one message, one click.  This is all it takes for our clients to get the help they need.  Our service desk is open 24 hours a day, seven days a week, 365 days a year and provides customer request management, problem tracking and help desk services.  During business hours our phones are answered by Insite employee’s using our Hosted PBX and Call Queue tool. After hours our calls are triaged by a third party called Answer Plus and a ticket is automatically generated. In the event of emergency, we provide a method for direct connection to one of our on-call engineers. Our internal certified, knowledgeable agents use the best technology and practices to identify requests or problems and respond quickly and professionally.

 

  • Reduce in-house training costs
  • Provide a better desktop experience for your users
  • Obtain fast, courteous and efficient service from a trusted source
Key features and benefits
Understand and control your IT costs while providing better overall IT service quality.  We use our award winning PSA tool ConnectWise; with the ability to offer downstream usage if a client wants access to our workflows and support methodology.

 

  • Proactive approach to eliminate repeat problems
  • Service levels to measure and improve service
  • Follow-up to ensure customer satisfaction of incident resolution
  • Ideal for Level 2/3/4 Escalation and Incident Support plans
 

 This includes:

Insite provides the technology, the expertise and the people to deliver the IT support that employees and customers need.  Calls are automatically routed to the right people, with the right skills and remote management tools to resolve them quickly. Service Desk responsibilities include:

 

  • Incident detection and recording
  • Incident classification and initial support
  • Investigation and diagnosis
  • Resolution and recovery
  • Incident closure
  • Incident ownership, monitoring, tracking and communication
 
 
 
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