Help Desk Services

Gain responsive user support and reporting from a professional team of trained service desk specialists

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Why should you use Corserva’s help desk services?

At Corserva, we understand how critical the efficient use of your IT systems is to your day-to-day operations. We pride ourselves on providing clients with always available, best-in-class IT support services. Our goal is to make sure your critical IT systems and applications are always up and running and that any problems are resolved quickly and accurately by helpful, knowledgeable technicians. Corserva uses ITIL based, industry best practices to enable your users to work efficiently and effectively.

Corserva resolves many issues before users are even aware of the risk. During client onboarding, Corserva installs a secure software agent on each device that will continuously monitor the device, including uptime, performance, and updates. From our network operations center, we proactively resolve users’ issues to reduce the potential impact on your business.

Help desk services

With Corserva’s US based 24×7 IT help desk services, you gain responsive user support and reporting from a professional team of trained service desk specialists. We operate two 24×7x365 help desk centers from Trumbull, Connecticut and Orlando, Florida.

Dedicate staff to revenue-generating activity

Business executives at growing organizations frequently find that as their business grows, their IT staff has less time to support critical business initiatives. When the number of users increases, the IT team becomes stretched to the limit. By outsourcing your end user help desk, your IT staff can more readily concentrate on revenue-supporting activities.

Today’s complex technology environments make it difficult for IT teams to support every type of user issue, especially if it’s one they haven’t come across before. A reliable provider of managed help desk services can more quickly solve user issues than internal IT staffs because of the wide range of experience they have serving multiple customers, as well as their depth of expertise in a particular technology, such as cybersecurity.

What can you expect in a managed help desk service provider?

The right managed help desk service provider will support your users 24x7 to solve their issues. Users will have faster, more comprehensive support, all delivered at a lower cost than you could provide with in-house staff. You will better control your security risk across the network, including risks inherent in BYOD, by leveraging your access to security experts at your MSP. Users will experience better performance from systems that will increase efficiency across the organization.

Features

Features of Corserva’s IT help desk support services include

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Incident and service request management while applying proper classification and prioritization codes

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Support for desktops, laptops, mobile devices, servers, storage, network devices and more

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Support for Windows, MAC, and Linux operating systems

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Resolution of incidents and service requests as quickly as possible

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Escalation of incidents and service requests that cannot be resolved within agreed timelines

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Service asset and configuration management, knowledge management and change management

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Web-based customer portal to create new service tickets and monitor the status of existing requests and incidents

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Monthly performance reporting detailing all service activities, response times and SLA compliance

Help Desk Processes

All Corserva tickets are tracked and monitored for strict adherence to contract service level agreements (SLA). Corserva’s SLAs stipulate response time requirements for reported issues as well as escalation timeframes based on priority levels. Corserva provides complete transparency to its clients, enabling them to access their customer portal to view the status of their tickets at any time.

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1. New Service Request

The end user reports an issue by phone, web form, or email.
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2. Processing

The reported issue is entered into and tracked in our ITIL-based ticket management system via a unique service ticket number.

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3. Acknowledgement

The user receives an email notification referencing their service ticket number; indicating that the issue has been received and logged.
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4. Prioritization

The ticket is assigned a priority based on the specific type of issue that is encountered, and the expected impact that this issue will have on the customer’s business.
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5. Assignment

Corserva routes the ticket to the best resource to handle the issue in the most expedited way.
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6. Customer Updates

The user receives email notifications on the progress of the work as the technician works to resolve the issue.
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7. Issue Resolution

The issue is resolved and the technician records notes on steps taken to resolve the issue and how to prevent the issue from reoccurring in the future. After the ticket and resolution information is reviewed by the service desk manager, the ticket is closed and the user is notified of resolution.

Benefits

When you outsource your IT help desk services to Corserva, you gain these benefits

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Greater Efficiency

When your internal IT staff can focus on the business initiatives that drive increased revenue, instead of user issues, your organization becomes more efficient.
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Happier IT Staff

Dealing with minor user issues all day can be frustrating for your internal IT staff. By outsourcing user support to Corserva, your IT staff can work on the more rewarding technical projects.
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Satisfied Users

When your users can get support for technical issues 24x7x365, regardless of how busy your internal IT staff may be, a common source of frustration is eliminated and your employees can be more effective.

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