What is Help Desk Support?

In larger organizations, who have an internal IT department, often times they will have a sub department for help desk. Where, if a user has an issue, they can call/email/submit a ticket to the help desk technicians and receive support.

What kind of business would this be best suited for?

If you’re interested in just help desk support without network or server management, this might be a good fit for a company who wants to offload their end user support to a third party. You might already have an IT person on staff that is handling the network and server infrastructure but needs help with the day to day support.

What should I expect?

First, let’s define two phrases. Average First Response Time  and Average Resolution Time. Average first response time is how long it takes us to respond to a user submitted ticket whereas the average resolution time is how long it takes us to actually resolve a ticket. We work very diligently to keep both of these numbers low as we feel that this is a prime indicator of how we  value our customers.

• Average First Response Time (2019): 2 hours 20 minutes
• Average Resolution Time (2019): 13 hours 6 minutes

To break this down, the majority of our tickets are resolved in under 24 hours. How many tickets have you opened to wait for days to hear back?

What would this kind of service cost me?

Since every business is different, different people, different solutions in place, different line of business applications, we do not have a price that we can quote sight unseen. We can however, come in and do a survey of your network and give you an estimate of what it would cost for us to manage your network. One thing to keep in mind, we’re not your average MSP. We utilize open source technology when possible which reduces our overhead and we pass that on to you, our customer.