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 Support 24 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 Support ITG offers Tier 1, Tier 2, and Tier 3 support starting with first call support to escalation to specialized engineers
Dedicated Support Dedicated 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 Portal
  • Enter 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 Request
  • Allows users to issue a new request at any time
Check Status of a Service Request
  • Log on to web portal to retrieve the status of an existing request
Track a Service Request
  • All service requests have a unique service request Number
Add a Customer Reference Number
  • An internal customer reference number can be added as an identifier for a service request being resolved by ITG’s Global Support Center
Warranty Verification
  • Use product’s serial number to search for the entitlement and warranty information on the device in question
Administrative
  • Administrative features give access to system reports and the management of user privileges
Reports
  • Pull reports for open, closed, and cancelled service requests by a specific date range
  • Access restricted to Administrative Users
Custom Reporting
  • Custom Interface
Data Management
  • ITG provides monthly maintenance for data management, diagnostics, and software upgrades as necessary to keep your portal running efficiently 24x7x365