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Services
Type Of OrganizationIT HELP DESK
IT Help Desk
Our world-class Help Desk is designed with you -- and your people -- in mind. With one single, toll-free call or email, you will receive responsive, personal support from a technical expert trained to find and fix your technology troubles quickly. If necessary, our IT experts can remotely access user workstations for immediate resolution. Our help desk is at your service 24 hours a day, 7 days a week.
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Resolve IT Problems Fast
At mindSHIFT, we pride ourselves on our ability to solve your problems and answer many of your questions on the first call. If our experts are not able to quickly resolve the problem we immediately escalate the issue to second and third-level engineers and, if necessary, dispatch an engineer to your site. In addition, your employees can call the help desk directly any time they have an IT question or problem.
Contact us for more information.
Acquire Deep Technical Expertise
mindSHIFT's team of skilled IT professionals has extraordinary depth of talent and breadth of experience:
- more than 150 years of industry experience
- more than 100,000 Help Desk responses last year -- nearly 300 per day!
Our U.S.-based customer care team is augmented by experts in our Network Operations Center. Together, these two highly skilled teams effectively troubleshoot and resolve IT issues both over the phone and through our remote management tools.
Improve Quality of IT Service
Your employees can call the help desk directly any time they have an IT question or problem. And you can implement IT initiatives that help the business, instead of reacting to day-to-day end-user issues.
Provide Off-Hours Coverage
Our U.S.-based help desk is at your service 24 hours a day, 7 days a week, every day of the year.
Use Your Own Customer Portal for Customer Service
As a mindSHIFT customer, you can verify our service quality anytime. Your Customer Portal allows you to see and report on comprehensive service statistics -- including the availability and performance of the data circuits and servers on which your business operate -- right from your desktop
- track your case
- review updated metrics on our call queue (average hold times, calls abandoned)
- see open and closed cases
- track virus and spam metrics
- determine how many messages were blocked or quarantined
Your customer portal also offers you the beneift of easy management for support requests. Any time a call is made to our Customer Care Center with a question or issue, a case tracking process in put in place. With information on everything from opened and closed cases, to the top five types of problems, you can begin to pinpoint problem trends and user issues and determine where additional trainingX may be in order.
Contact us for more information.
Additional Resources
- What is an IT Help Desk?
- Definition of a Help Desk from ZDNet
- Key Factors in Help Desk Success
- Help Desk Institute
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