Incident Management – Helpdesk Support


ITG’s Global Support Center offers a service delivery solution based on ITIL Incident Management Processes and CMMI and ISO standards. Our IT professionals in Falls Church, VA and the Global Support Center team provides triage support for:

  • incident management
  • request fulfilment
  • event management and resolution

Our infrastructure “satisfies”  thousands of hardware systems and users world-wide with a proven tracked record of high customer satisfaction rating.

The ITG world-wide help desk facility which answers incoming calls as Global Support Center, operates 24 hours a day, 365 days a year and accepts toll free calls via our US 1-877-223-6712 number. ITG is an ISO 20000-1:2011 registered organization.

State-of-the-Art IT Service Incident Management Helpdesk

Our solution centers on an ITIL certified Service Desk model that provides rapid response for our computer users’ service requests-wherever their geographic location may be.

Additionally, our skilled computer support engineers quickly and effectively resolve calls over the phone; using ITIL certified tools and technology to get users up and running fast. When desk-side computer support is needed, we select the nearest of our U.S. or Worldwide locations to dispatch a qualified support engineer; armed with everything needed-tools, software, equipment configuration, and asset information-to make the repair quickly and effectively.

Proactive approach in problem detection

Besides addressing customer inquiries effectively and efficiently, our solution includes proactive problem detection using our innovative system management tools to identify potential failures before they are even detectable by our users. Preventing an incident is even better than resolving it promptly.

Customer “First” Attitude.

We make it easy to engage with ITG since we implement a hassle-free, comprehensive start-up plan (Quick-Start) that gets the customer equipment or software in an on-line application immediately. From a complete site survey to a configuration analysis to personalised service from our Computer Support Consultants, we make the benefits of ITG’s service excellence immediate. As well, we follow through with frequent visits, “white glove” treatment, and continual building of relationships with our users.

ITG Helpdesk Support Features

  • Worldwide IT service support
    • U.S. based Global Support Center (GSC), located in Falls Church, Virginia with English Speaking Call center operators and Technical Account Managers (TAMs)
  • Live Support available 24x7x365 or hours of coverage specified per contract
  • Toll-free Help Desk Hotline number for end user call support
  • Additionally, we identify all Service Requests by a Unique Service Request Number
    • Also, an internal customer reference number works as an identifier for a service request
  • The ITG Global Service Center (GSC) logs all service requests
  • Finally, The GSC will monitor and update a service request until completion

Helpdesk Support Options

  • 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
    • Dispatch of a local technician for onsite support, if phone/email resolution is not possible
  • Level 3 Support
    • Provides in depth technical support
    • Resolves more complex issues remotely or onsite
    • Provides feedback on solutions for Level 1 and Level 2 support
    • Responsible for assisting with workarounds and developing solutions

Outsource IT Services Helpdesk and maximize your technical support

Consider outsourcing your IT Services to ITG. Our Help Desk provides 24x7x365 support with a 1-800 number configured with your personalized message and customized web portals that give your customers access to system critical support services.

Improve response time and customer satisfaction, resolve service requests over the phone quickly and efficiently, and do it all without the addition of any internal resources. Our IT Helpdesk benefits users by eliminating the frustrations felt when a critical IT service request occurs outside of normal operating hours.

Outsourcing your Help Desk to ITG will help get equipment and users back up and running in less time and mitigate the loss of productivity and the financial impact caused by technology failures.

Help Desk features include

Support includes inbound calls, emails, and web portal requests. All calls are answered with a customer provided pre-defined script and monitored from initiation to final resolution.

Help Desk Support24 hours, 7 days a week, 365 days a year via a Help Desk hotline
Direct access to Technical Account Managers located at ITG’s Global Support Center (GSC)
Tiered Service SupportITG offers Tier 1, Tier 2, and Tier 3 support starting with first call support to escalation to specialized engineers
Dedicated SupportDedicated phones and support staff to respond to requests
Web Portals Web portals are customized to meet customer requirements

Web Based ITSM Portal for IT Help Desk Support

Our processes leverage ITIL, ISO and CMMI Best Practices to deliver a superior and consistent quality of service. ITG offers custom interfaces and reporting features to provide an IT Service Management web portal that meets compliance standards for any government agency or commercial enterprise.

Our web-based Service Portal allows customers to file a service request from any device, 24 hours a day. The portal is accessible through web browsers and offers customers an online IT service capability.

Users can check warranty status, enter a new service request, or check the status of an existing service request. Administrators may access reports to provide insight into all requests at any time. Combined with our live Help Desk, ITG brings IT Service Support that is user friendly and globally accessible.

ITG Web Portal Features

Web Accessible Service PortalEnter web portal URL into any web browser or add a link to the Service Portal on your organization’s or customer’s website Additionally, a login prompt can be added to meet contract requirements
Issue a Service RequestAllows users to issue a new request at any time
Check Status of a Service RequestLog on to web portal to retrieve the status of an existing request
Track a Service RequestAll service requests have a unique service request Number
Add a Customer Reference NumberAn internal customer reference number can be added as an identifier for a service request being resolved by ITG’s Global Support Center
Warranty VerificationUse product’s serial number to search for the entitlement and warranty information on the device in question
AdministrativeAdministrative features give access to system reports and the management of user privileges
ReportsPull reports for open, closed, and cancelled service requests by a specific date range Access restricted to Administrative Users
Custom ReportingCustom Interface
Data ManagementITG provides monthly maintenance for data management, diagnostics, and software upgrades as necessary to keep your portal running efficiently 24x7x365