The Help Desk
The help desk is optimized for efficiency and effectiveness, ensuring smooth and rapid troubleshooting. Our local-based help desk is divided into three categories. Tickets are assigned either automatically via our AI Service Desk or manually through our dispatch center. Help desk support is available from 8 am to 6 pm in the client’s time zone, Monday through Friday.
How it works?
Tier 1/Dispatch
This team specializes in addressing quick questions, password resets, and new account setups, usually scheduled in advance. Depending on the client’s service agreement and the nature of the request, tickets are assigned to the appropriate POD (Point of Delivery) for more in-depth troubleshooting if needed.
Tier 2/ IT Support Specialist
This group is divided into PODs, each comprising a team of three members. Clients are assigned to a specific POD based on their industry and the number of seats they have. Your clients will primarily interact with this group, and typically, a technician from their assigned POD will be dispatched if an onsite visit is required.
Tier 2/Field Services
Field services are integrated into Tier 2 and offer your clients a comprehensive white-labeled onsite service. When technicians are not onsite, they support their designated POD with ticket resolution. This division of Tier 2 technicians is trained in a range of technologies.
TAC
The Technical Assistance Center is comprised of highly trained technicians who provide technical support to each POD. They handle advanced O365 issues, Azure troubleshooting, scripting, and various other technical tasks. Many team members have backgrounds working for companies like Microsoft and Cisco in high-level tech positions. This team does not interact directly with clients; their primary focus is to support Tier 2 representatives and manage projects such as client migrations, setups, monitoring backups, testing backups, and responding to alerts.
Tier 3/NOC
Our highest tier, Tier 3, comprises Network and System Engineers. This team is responsible for managing the daily operations of clients’ sites and our Datacenter to ensure smooth functioning. Tier 3 technicians are client-facing but primarily focus on intricate configurations or high-severity cases, such as outages or escalation issues.
Tier 1/Dispatch
This team handles quick questions, password resets, and new account setups typically scheduled in advance. Based on the client, service agreement, and request the ticket will be assigned to the correct POD if it needs to be troubleshot more in-depth
Tier 2/ IT Support Specialist
This group is broken into PODS, a team of 3 and each client is assigned a pod based on clientele industry and seat number. Your clients will deal with this group the most and it’s a tech from this POD that is typically dispatched if an onsite is needed.
Tier 2/Field Services
Field services are part of tier 2 and provide your clients with a full white-labeled onsite service. When techs aren’t on-site, they assist their assigned POD with tickets. This division of Tier 2 techs is trained in various technologies.
TAC
Technical Assistance Center, this group of highly trained techs supports each POD technically from advanced O365 issues, and Azure to scripting and troubleshooting. Many of the techs have backgrounds working for Microsoft, Cisco, and other high-level tech positions. This team is not client-facing, and their sole job is to assist Tier 2 reps and projects such as client migrations, setups, monitoring backups, testing backups, and responding to alerts.
Tier 3/NOC
our highest level is Tier 3, consisting of Network and System Engineers. This team oversees the day-to-day operations of clients’ sites and our Datacenter to make sure things are running smoothly. Tier 3 tech is client-facing but typically works on complex setups or high-severity cases such as outage or escalation issues.
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