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||
|Issue a Service Request||
|Check Status of a Service Request||
|Track a Service Request||
|Add a Customer Reference Number||