24/7 Help Desk

The Help Desk provides you with expert IT support when you need it – just a phone call away.


  • Live support, 24/7 - Work late? Work early? Work weekends? It doesn’t matter. Anytime you run into a problem with your technical equipment, you can give our team a call.​

  • Staffed by knowledgeable and well-trained IT customer-care specialists, our IT Help Desk is ready and waiting to quickly address your needs. Our Help Desk is staffed by seasoned technicians with a minimum of two years’ experience resolving application, desktop and network-level issues. When you call, you can count on receiving reliable top-tier support.


  • Whether it’s a device, a software issue, or a problem with your network, our team will stick with you until a solution is found. From the moment your call is answered, you’ll know you’ve got the right person on the line and that you’re our top priority. So go ahead. Put your frustrations on hold … and bring your technical problems to us!

  • Our Help Desk technicians are certified Microsoft Office professionals and fully qualified to deliver expert support for Word, Excel, PowerPoint and Outlook.


  • Customer recognition - Each time one of your users calls the Help Desk, our technician automatically sees your unique customer profile so we can move more quickly to correct your problems.

  • Our Help Desk supports popular applications for:

    • Desktop Publishing

    • Graphics

    • Office Productivity Suites

    • Browsers

    • Email

    • Anti-Virus

    • Word Processing

    • Database

    • Domains

    • PC and Network

    • Desktop Operating Systems

    • Wireless Device


  • Other support includes:

    • PC and network troubleshooting

    • Handheld device configuration and troubleshooting

    • Popular applications for business

    • Administrative tasks

    • Software installations

    • Virus/spyware removal

    • File/folder restores


  • Even the little things…

    • Resetting passwords

    • Unlocking accounts

    • Creating user accounts and groups

    • Setting file and folder permissions


Help Desk Training & Quality Assurance

Each Help Desk team member starts with a rigorous training program, during which they’re trained on how to most efficiently isolate and remedy issues faced by end-users. New hires are trained not only on systems they will use, but also on the various systems that end-users and MSPs will use. 


Every Help Desk employee is expected to meet specific requirements outlined by the robust training program before they are ready to service any clients.  Additionally, consistency is measured through ongoing Quality Assurance evaluations, in order to ensure that the team member is fully prepared to meet all of your needs.

An ongoing training program is also in place to ensure that both new and existing members of the Help Desk are consistently meeting a baseline of excellence.  As technology advances, ongoing training for Help Desk technicians allows all staff to stay ahead of the curve. By setting standards for performance and customer service, we can ensure a consistent skill level and constant growth in technicians’ abilities.


Ensuring Consistency

Our quality assurance program promotes consistent service that meets a high standard. All calls and ticket notations are recorded, to ensure that all team members are consistently meeting requirements. This also ensures that all technicians are accurately displaying the reverence we have for each caller.


The QA process is designed to identify strengths as well as areas of improvement. The identification of service improvements leads to ongoing training to ensure that all team members meet the needs of our clients.  Ongoing concerns are addressed by managing and understanding discrepancies or risks and their origin – and performing additional training as necessary.


Knowledgebase Management

There is a constant need for accurate documentation to be available at our fingertips. Knowledge Management requires a team-based approach to ensure the knowledge on the Help Desk is shared, available, and regularly reviewed to provide the best customer experience.

The primary function of the Knowledge Management process is to capture and reuse knowledge and information.  Knowledge Capture occurs through experiences while working on an issue, and knowledge can be increased by identifying and filling informational gaps. When lapses in knowledge are found, it is the role of Knowledge Management to create new knowledge and make it available for use.


Workforce Management

The primary function of Workforce Management is to use the most up-to-date technology to ensure consistent availability of resources to all Help Desk clients. The WFM team forecast call volume using historical data, and in turn appropriately staff the Help Desk for maximum availability.  Planning ahead for changes or disruptions allows the Help Desk to align priorities and objectives with the long-term business strategies of our customers.