Help Desk IT Service

A help desk is a tool for automating technical support. Such solutions enable registering requests to the company’s IT department: troubleshooting, configuration, etc. If the support service receives more than a dozen such requests daily and does not have time to process them, it’s time to consider our services.

One of the key objectives of support automation is to create a single entry point for all customer requests. As a result, not a single request or important information on arising problems will be lost. Automation also aims to reduce the workload of service technicians, who will spend less time on routine operations.

Many help desk systems allow you to connect different channels to receive calls: mail, phone, messengers, and mobile applications. Users can conveniently interact with service specialists, and all requests are concentrated in a single tool. The system automatically sends registered requests to the right employees. The specialists do not need to do it manually. All data on requests is available to service specialists at any time. As a result, they can quickly find out how similar problems were solved in the past and use successful solutions again.

Our expertise

Basics

Implementation of cutting-edge remote access systems;

Setting up an automated log system to register issues that have not been immediately handled;

Integration of a comprehensive communication system comprising phone, mail, social networks, messengers, and personal help desk accounts.

Optimization and automatizing of the existing company systems after thorough research.

Maintenance

Control over the sequence of work execution, as well as time and resources spent;

Complex system of assigning priorities to requests depending on the type of request, the specific user, or other circumstances;

Escalation of requests and incidents, alerting the appropriate administrators;

Keeping a knowledge base of past requests, allowing specialists to resolve recurring issues quickly;

Reporting on the overall efficiency of our help desk support.

Advanced Services

A reliable knowledge base integrated into the help desk that includes all the frequently asked questions and the optimal solutions;

Enhanced control for job management and quality assessment;

Low-code tools for customizing the help desk system without the need for programming;

A platform designed to create rules and templates for handling requests, the formation of requests, and the automatic assignment of performers.

FAQ

What are the main benefits of investing in a help desk system?

The help desk organizes a single point of contact with IT services. The user does not need to understand the essence of the problem to refer it to a specific specialist - thus, user support becomes streamlined, fast, and efficient.

How well does the help desk coexist with an existing IT support team?

The help desk system simplifies and speeds up the work of technical support. Your support crew will have instant access to all the information related to a request or incident and about the user.

How do I know whether your service brings any tangible results?

The help desk allows you to control the process of request execution and estimate the time and workload of your employees. In addition, the user receives notifications about changes in the request's status and knows exactly when the problem will be solved.

Why should I choose your company?

IT systems support is provided under the terms of a contract, which spells out the responsibilities of all parties. As a result, you have all the means to control the quality of the services, and the transparent principle of reporting allows us to find and fix critical areas quickly.