Help Desk Support
Printer-friendly versionOnce you subscribe to i3 Solutions Help Desk Service you’ll enjoy live 24/7 technical support on software and hardware products from certified frontline-support technicians.
The Human Touch
i3 Solutions friendly customer-service team will use industry-leading internal processes to expertly troubleshoot technical issues.
Measuring Success and Quality Assurance
i3 Solutions strive for excellence. Our solution center maintains the highest standard of service-level metrics and tracks results daily, including:
- First call resolution
- Average speed of answer
- Abandonment rate
Two Levels of Support:
Level 1 Help Desk:
Benefit from a call-answering service, troubleshooting and call-logging, using a populated knowledge base to resolve the incident at first point of contact.
- Windows and Apple workstation troubleshooting and triage
- Desktop peripheral hardware included
- Issues resolved using remote control
Level 2 Help Desk:
Additional troubleshooting assistance is provided when needed. If a call can’t be resolved, predefined call-escalation processes will elevate the issue to a qualified expert.
- Includes all support features of Level 1 Help Desk
- Server-based password resets
Key Help Desk Features:
• Domestic call center • ITIL best practices • Access to the eSupport Portal for easy reporting • Call-dispatch capabilities for on-site repairs • 24/7/365 service with certified technicians
Key Benefits of Help Desk Services include:
• Freeing time for your internal resources to focus on core business and development projects • Reducing operations costs • Eliminating drain on your resources, staff or infrastructure
We assist with multiple call types:
• Internet/Network connectivity • Password resets • Peripheral support (e.g., printer issues) • Dispatch/Call management services • Answering service • Desktop applications • Core Microsoft OS • Apple Mac OS X • Custom/Vertical/Line-of-business applications
Our Help Desk Service can be employed to complement your current IT staff during times of increased call volume.
Benefit from 24/7 technical support and after-hours user interface, as well as answers to how-to and technical or error-resolution questions.
| Attachment | Size |
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| i3HelpDesk.pdf | 361.27 KB |