Provide your staff with access to friendly, personal technical support when they need it. Our helpdesk is available to help your staff with any virtually any IT inquiry, from diagnosing problems to answering how-to questions.
Our dedicated helpdesk is available when your staff needs it. There's no waiting for a return call, a technician to visit your office, or limping through while your IT staff is sick or on vacation. This drop-of-the-hat availability means your staff can get the information they need and get back to work faster.
With quick and easy help just a phone call away, your staff can call in and get help with the most common business applications, allowing them to be more productive with the technology you've already invested in. Your staff can call the helpdesk for assistance with:
Our custom-written helpdesk software tracks each call, incident and interaction your staff have with our helpdesk. This detailed tracking system ensures we are aware of each issue, and that those issues don't get missed or forgotten.
We take the quality of the service we deliver very seriously. Whenever a service ticket is closed, we send out a follow-up email with a quick satisfaction survey and feedback form. This survey allows us to get feedback from your staff as to their overall satisfaction with the service they received. All comments and suggestions are reviewed, issues are quickly remediated, and service suggestions are often incorporated into our service processes.
We work hard to develop customized operating procedures for your organization. These procedures are integrated directly into our workflow so our helpdesk understands the exact procedures required to conduct a specific task for your organization.
Our custom-written helpdesk software logs each interaction between your staff and our helpdesk, tracks time to initial response, how long tickets have been open and the actions taken by our staff. This level of detail enables us to gain insight about all incidents.
From our client portal you have the ability to see all of the cases open for your organization. This allows you to get a real-time view of what is going on, and get further details, and progress updates about tickets that are currently open. Our built-in reporting tools provide you with up-to-date details about your IT systems.
Some of our leading competitors have opted to lower costs by outsourcing their lower-tier helpdesk to other countries. Given that over 90% of support calls are dealt with by first and second tier support, we question how well these competitors can understand your staff, your systems and ultimately your business. (make sure you ask, these companies don't advertise that they outsource)
We have chosen to keep our helpdesk right here in BC, keeping tight control over the quality of service, ensuring information passes easily between our teams, and most importantly supporting our local economy. We're a 100% Canadian owned and operated company, and our helpdesk operates from our offices in Surrey, British Columbia.