Receive all of the benefits of a big Service Desk, with more personal service. Our 45 strong team operates in smaller 'pods' consisting of multiple 1st, 2nd, and 3rd level engineers. Each pod assists specific clients to provide familiar, personal service, which is backed by the full capabilities of our extended team.
Starting early in Miami and transitioning from the east to west coast of USA throughout the day, we provide genuine 24/7 service with our 'follow-the-sun' model.
Our Service Desk processes are built around ITIL principles of problem, incident, and change management, with service levels determined by ticket severity and impact. All of our technical staff have experience in remote and face-to-face on-site client service. We rotate our technicians into customer-facing onsite positions to better understand and respond to the real world needs of end users.
To provide the best results you need the best systems. Our team has the leading remote and Service Desk software available on the market. While our client feedback reporting, which is displayed on centrally located monitors at each office, provides a constant source of highly visible customer satisfaction results about individual tickets and overall performance.