Our Xperteks HelpDesk is committed to providing 24/7/365 end-user support with the philosophy that predictable, repeatable workflow processes will lead to a distinct improvement in your client satisfaction levels. Our technicians will greet every caller quickly and professionally and they will possess the appropriate customer service skills to make you feel comfortable throughout the call.
Xperteks Level I Help Desk Support
Call-answering service and first-level troubleshooting service is provided. Our analysts follow a structured script while using a populated knowledge base to attempt resolution at the initial contact. If the analyst can’t fix the problem during this first contact, the escalation process starts. During the initial call, our analyst will need to spend about 10 minutes to log the pertinent information and troubleshoot before escalating.
Xperteks Level II Help Desk Support
Once a call is escalated to Level II, our analysts follow additional call-logging and troubleshooting scripts. It’s similar to the first level of support, but with the addition of remote-control capabilities. Our Level II analyst will dedicate approximately 10 minutes to the problem.
Typical second-level escalation causes:
• Software/application-related incidents on Microsoft, Novell, Citrix from the desktop level
• Printer-related problems such as mapping, drivers and connectivity
• Incidents related to a network such as log in and response issues
• Core competency product set incidents for Microsoft, Novell, Citrix and Cisco
Services that will automatically escalated to Xperteks Account Administrator
• Installation of new software
• File restoration and data backup
• Spy-ware or virus cleaning from either servers or PCs
• Problems occurring in applications or devices not on the Supported Products List
• Setup of new devices (PCs or peripherals)
Expectations:
• Average speed of answer - 45 seconds; 80 percent answered in less than 40 seconds
• First-call resolution rate - 70 percent of first-calls will be resolved at initial contact point.
It’s Easy To Get Started! – All you need to do is schedule a complete computer network check-up. After the check-up, you’ll receive a quote detailing your fixed monthly rate for maintaining and monitoring your network to ensure zero problems, zero downtime, and zero disasters. NO pressure, NO expectations, and NO cost.
Get Your Complimentary Network Assessment