SUPPORT DESK AND HELP DESK SERVICES
When you have technology and IT issues, nothing is worse than not being able to get a hold of the Help Desk to fix it or having to wait days for a response.
That’s why having outsourced service desk solutions, which are remote and only a call away, will keep your systems, devices, and network on track while preserving your productivity and profit.
Help desk support services will help you by delivering technology support designed to keep you up and running while improving the productivity inside your office. We minimize downtime and fix issues fast and on your terms.
We don’t talk geeky-tech talk, rather, our goal is to align your technology needs and resources as a trusted partner because of the proven approach we take to your business. We’ve been serving businesses since 1995 and want to be your technology partner.
REVIEWS
See what our clients are saying about us.
YOUR HELP DESK SUPPORT SERVICES:
- Support for every device and platform including Mac®, PC, Windows, and Android & iOS tablets/smartphones
- Calls answered by problem-solving technicians
- United States – Minnesota-based
- 24/7 phone support, 365 days a year
- Fast remote and/or on-site diagnostics and repair
FREQUENTLY ASKED QUESTIONS
WHAT IS A SERVICE DESK?
A service desk is a centralized support center that provides users with customer service and technical support. The term “service desk” describes the team of people who work in the support center, as well as the software they use to track and manage support requests.
The service desk handles all customer service and technical support inquiries. In most organizations, the service desk is the single point of contact for all users, and it is responsible for routing support requests to the appropriate team or individual.
The service desk software used by the team may include a ticketing system, a knowledge base, and a self-service portal. The ticketing system is used to track and manage support requests, and the knowledge base is used to store information about common issues and solutions. The self-service portal allows users to access the knowledge base and submit new support requests.
The service desk team consists of customer service representatives and technical support specialists. The customer service representatives are responsible for handling all customer service inquiries, and the technical support specialists are responsible for providing technical support to users.
The service desk is a critical part of any organization and plays a vital role in the overall customer experience. A well-run service desk can help improve customer satisfaction and reduce support costs.
WHAT IS THE DIFFERENCE BETWEEN SUPPORT DESK, HELP DESK, AND SERVICE DESK?
The terms “support desk,” “help desk,” and “service desk” are often used interchangeably, but there is a difference between each type of team.
A support desk is responsible for providing technical support to users. A help desk is responsible for providing users with customer service and technical support. A service desk handles all customer service and technical support inquiries.
In most organizations, the service desk is the single point of contact for all users, and it is responsible for routing support requests to the appropriate team or individual.
WHAT ARE THE TYPES OF SERVICE DESKS?
There are three primary types of service desks:
- On-Premises: Hosted on the organization’s local servers.
- Cloud-based: Hosted on remote servers.
- Hybrid: A combination of on-premises and cloud-based solutions.
WHY DO YOU NEED SERVICE DESK SOFTWARE?
A well-run service desk can help improve customer satisfaction, minimize downtime and reduce support costs. It is responsible for delivering efficient and profitable services to customers, and can make the difference between success and failure. With the right software in place, the service desk can be a powerful tool for your organization.
HOW DOES AN IT TICKETING SYSTEM WORK?
An IT ticketing system is a software application that helps organizations track and manage support requests. The system is used to create, update, and resolve tickets. Tickets are typically created by users who need help with a problem or issue.
The ticketing system assigns each ticket a unique ID number and stores all information about the issue in the ticket. This information can include the problem description, steps to reproduce the issue, and any attachments.
When a ticket is created, it is typically assigned to a member of the support team. The team member can then update the ticket with information about the issue and its resolution. Once the issue is resolved, the ticket is closed.
KEY BENEFITS & CAPABILITIES OF IT SERVICE DESKS
IT service desks provide several benefits and capabilities to help organizations improve their support operations. Some of the key benefits and capabilities of IT service desks include:
IMPROVED TICKET MANAGEMENT
IT service desks can help organizations track and manage support requests more effectively. The software provides a central place for all tickets and offers features that allow team members to prioritize and resolve tickets more efficiently.
BETTER CUSTOMER SERVICE
Managed IT service desks can help organizations provide better customer service by offering self-service portals and knowledge bases. These features allow users to find answers to their questions without contacting the support team. This dramatically improves the overall user experience.
REDUCED SUPPORT COSTS
IT service desks can help organizations reduce their support costs by automating tasks and eliminating duplicate tickets.
IMPROVED TEAM COLLABORATION
IT service desks can help support teams collaborate more effectively by providing live chat and file sharing features. These features allow team members to communicate and share information more easily.
WHAT ARE THE COMPONENTS OF AN IT SERVICE DESK?
The components of an IT service desk vary depending on the organization’s specific needs. However, most IT service desks include the following components:
- Ticketing system
- Self-service portal
- Knowledge base
- Asset management
- Contract management
- Change management
ARE OUR HELP DESK SUPPORT SERVICES INCLUDED IN IT MANAGED SERVICES?
Our award-winning Help Desk services are included in our managed IT services offerings.
DO YOU USE A TICKETING SYSTEM TO TRACK SERVICE REQUESTS?
Yes, Solution Builders uses a state-of-the-art ticketing system to make your experience working with the Help Desk staff world-class.
HOW LONG DOES IT TAKE FOR A SUPPORT TECHNICIAN TO RESOLVE MY ISSUE?
Our internal goal is to resolve most service requests within four business hours, but we average closer to 90 minutes most days.
DO YOU TRACK CUSTOMER SERVICE RATINGS?
Yes, we track customer service ratings very closely and ask clients to submit feedback after each service ticket is closed.
WHAT IF I ALREADY HAVE AN IT DEPARTMENT? CAN I OUTSOURCE MY HELP DESK TO SOLUTION BUILDERS?
Yes, we offer our Help Desk support services to organizations who wish to retain IT staff but want the burden of Help Desk outsourcing.
BACKUPS MANAGEMENT
We manage your data backups to keep your company’s critical data safe and secure.
Backups management monitoring is probably the most critical service we perform for our clients, and we take it very seriously. Whether you still use legacy tapes, on-premise disk-based backups, or cloud solutions, we manage it all – and verify it works!
LEGACY BACKUPS
Sometimes, legacy backups just happen. Whether it is an older server with a tape drive or a previous vendor’s apprehension regarding cloud backups, it doesn’t matter to us – we manage it for you. Our proven process for managing data backups and recovery works every time, so even if the data backup solution your business is running on is a little bit older, we’ve got it covered.
CLOUD BACKUPS
Our cloud backup solutions are time-tested and proven to work. Cloud backups can mean different things to different people, so let’s address a few.
Managed cloud service backups are backups where we are backing up cloud services, such as Microsoft Azure or Office 365. To backup these services, you need special backup services, and we are familiar with and experienced in best-of-breed cloud service backup platforms. All of our cloud services backup solutions are fully managed according to our documented, proven process and best practices – so you can rest easy knowing your data is recoverable in the event a recovery is needed.
Cloud backups for on-premise servers are where we are backing up local servers and replicating the backup data to the cloud for offsite storage. Our cloud backups for on-premise server solutions are managed according to our documented, proven process and best practices. So you can rest easy knowing your data loss is recoverable if a recovery is needed.
Contact Solution Builders Today For Managed It Services
Contact Solution Builders today if you are looking for managed IT services near me. We are a service company that can provide managed IT services for all-size businesses looking to grow and succeed. Call us today or fill out our online contact form to get started.