Our employee IT help-desk services provide technical problem resolution and support for corporate employees. Examples of this service includes level 1 and 2 multi-channel support across a wide range of shrink wrapped and applications such as system problem resolutions related to desktop, notebooks, OS, connectivity, etc. or office productivity tools support or routing specific requests to designated contacts and remote diagnostics such as password reset and desktop control.

The Help Desk services provide customers with:

• Single Point of Accountability (SPOA) to eliminate multiple calls to the help desk. Help Desk personnel take ownership for resolving the problem. If they can't answer the question or provide a solution, they make the needed calls to network technicians, software specialists or field service, coordinating efforts until the ticket is closed. They keep the user informed of status.
• Expanded Coverage to ensure that help is there 24 hours, 7 days a week.
• Effective First Call Close Rate to minimize repeated calls, user downtime, and frustration.
• Courteous and Knowledgeable Personnel to provide answers to routine questions quickly, help the user learn how to perform simple diagnostics and functions, understand the applications, and are able to identify effectively what resources are necessary to handle a problem.
• Tracking and reporting to give the IT manager the knowledge necessary to take preventive action. By tracking the type of calls and resolution, system, network, application and training problem trends can be identified and addressed. Building a knowledge base also enables the Help Desk personnel to share successful solutions for quicker resolution of problems.

Expedien delivers high quality user support and associated cost reductions by combining our highly trained personnel, certified processes, and in-depth experience with cutting edge help desk tools and technology.