Support when you need it
Most computer issues people have are with their workstation, not the server or network. Doesn’t it make sense to have great desktop engineers – and plenty of them – in place to help with these issues? Also, let the engineers answer the phone directly - not some "go between" or "message-taker.
Network 1 only hires experienced desktop engineers with aspirations to become future leaders in the organization. We put client-centric knowledge at their fingertips and put a seasoned engineer in with them – so they can “escalate” without leaving the team. The result? Fast response and thorough fixes.
A good help desk fixes 80% of the issues and escalates 20%. Our support desk fixes 92% of the issues. And those they can't fix get quickly escalated to network engineers.
Customer Thermometer - How Do We Score?
We always want to know what you think and how we are performing. One of the ways we capture this information is by using Customer Thermometer, a five second rating system that we send after every support interaction. Clients give us a 99% satisfaction rating (95% “Excellent”; 4% “Good”). Here are a few comments.
Extended Hours Support
- 7 p.m. to 10 p.m. Monday through Friday
- 7 a.m. to 10 pm. weekends and holidays
- 1-hour call back
- 365 days a year
We do not outsource this service: our clients work with the same people who help them day in and day out.
Peace of mind is knowing that your IT company is working…365 days a year.
"It's Saturday morning and I'm in NYC unable to get into my network. I sent a quick email to support, got a response in less than 10 minutes and the problem is now resolved. Your team is EXCEPTIONAL!"
Financial Management Firm
WANT TO LEARN MORE?
We would love to discuss how our Support Desk will be there to help you when you need it with quick, and accurate, answers.