IT Service Help Desk

 
247
ITG’s United States based Help Desk benefits users by eliminating the frustrations felt when a critical IT service request occurs outside of normal operating hours.
ITG provides your employees and clients with a U.S. based IT Help Desk support available 24 hours a day 365 days a year. Improving response time and customer satisfaction, resolving service requests over the phone quickly and efficiently, and doing it all without the addition of any internal resources. Get equipment and users back up and running in less time and mitigate the losses in revenue and productivity caused by technology failures. Outsourcing your help desk to ITG allows any company to easily expand its IT service capabilities.


 

ITG Help Desk Features

United States Based Global Support Center
  • Worldwide IT service support
  • U.S. based Global Support Center (GSC), located in Falls Church, Virginia
  • English Speaking Call center operators and Technical Account Managers (TAMs)
Live Support
  • Live support, available 24x7x365
  • or hours of coverage specified per contract
Toll-free Help Desk Hotline
  • Toll-free number for end user call support
Custom Script
  • All calls are answered with a customer provided pre-defined script
Level 1 Support
  • inbound calls, including emails or web portal requests, which are resolved during the initial communication with the end user
Level 2 Support
  • inbound calls, including emails or web portal requests, that are not able to be resolved over the phone or by email and require the dispatch of a local technician for onsite support
Unique Service Request Number
  • All Service Requests will be identified by a Unique Service Request Number
  • Additionally, an internal customer reference number can be added as an identifier for a service request being resolved by ITG’s Global Support Center
Service Log
  • The ITG Global Service Center (NSC) will log all service requests received
Monitor and Update
  • The GSC will monitor and update a service request until completion