{"id":11431,"date":"2021-01-05T13:24:29","date_gmt":"2021-01-05T18:24:29","guid":{"rendered":"https:\/\/network1.webarc.dev\/?page_id=11431"},"modified":"2024-02-19T12:38:17","modified_gmt":"2024-02-19T17:38:17","slug":"support-desk","status":"publish","type":"page","link":"https:\/\/network1consulting.com\/it-services\/support-desk\/","title":{"rendered":"Help Desk"},"content":{"rendered":"\n\n\t\t\t\n\t\t\t\t\t\t\tGet Service Pricing\n\t\t\t\t\t<\/a>\n\t\t

\n\t\t\tSupport when you need it\n\t\t<\/h2>\n\t

Most computer issues that 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.”<\/p>\n

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 a seasoned engineer in with them – so they can “escalate” without leaving the team. The result? Fast response and thorough fixes.<\/p>\n

A good help desk fixes 80% of the issues and escalates 20%. Our help desk fixes\u00a0 92% of the issues.<\/em><\/strong> And those they can’t fix get quickly escalated to network engineers.<\/p>\n

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Customer Thermometer – How Do We Score?<\/h3>\n

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.<\/p>\n\t\t“My engineer was an excellent communicator and great at her job! Thank you so much for being so helpful and patient.”\nInternational Travel Guide Company<\/strong>\n\t\t“The help desk tirelessly helped me connect my computer to the computer and was being patient and accommodating with my limited availability. Everything is in order, and I am very grateful.”\nPlastic Surgery Practice<\/b>\n\t\t“The team was helpful and quickly resolved my issues. I know it’s your job, but you do it so well. We are grateful to have such a great company help us with our IT problems.”\nEstate & Trust Law Firm<\/strong>\n\t\t“My engineer was an absolute pleasure to work with! He took care of the myriad problems I posed him thoroughly and efficiently. I really appreciate all of his help.””\nFinancial Advisory Firm<\/strong>\n\t\t“My engineer helped me not once but twice this week. He is great at what he does and a pleasure to work with. He helped me in a time efficient manner, and I was able to recover important lost documents.”\nEmployment Law Firm<\/strong>\n\t\t“I am absolutely delighted with the exceptional service I received once again. It’s always a pleasure to deal with professionals who consistently deliver top-notch service.”\nNonprofit Organization<\/strong>\n\t

Extended Hours Support<\/h3>\n
    \n
  • 7 p.m. to 10 p.m. Monday through Friday<\/li>\n
  • 7 a.m. to 10 pm. weekends and holidays<\/li>\n
  • 1-hour call back<\/li>\n
  • 365 days a year<\/li>\n<\/ul>\n

    We do not outsource this service: our clients work with the same people who help them day in and day out.<\/p>\n

    Peace of mind is knowing that\u00a0your IT company is working…365 days a year.<\/p>\n\t\t

    “It was not an easy issue, and it took time to resolve, but the team made sure it was taken care of even if it was late.”<\/p>\n

    Hospitality Consulting Firm<\/strong><\/p>\n\t\t

    \n\t\t\tWANT TO LEARN MORE?\n\t\t<\/h2>\n\t

    We would love to discuss how our Help Desk will be there to help you when you need it with quick, and accurate, answers.<\/p>\n\t

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