In today’s fast paced business environment, having technology available and operational is key to end-user success and productivity. When technology is down, end-users can be put on hold for hours waiting for someone to respond to their needs — you need problems to be resolved fast and effectively in one single call. With Group Mobile’s Extended Help Desk services, that is exactly how we react.
Our services include:
- On-Call and After-Hours Support
- Group Mobile’s team works when you work. We staff our help desk to accommodate your hours of operations. On-call and after-hour support is available as required.
- Our team doesn’t just support hardware components. We respond to any of your needs including password resets, software operations, hardware issues, and peripheral components. Our help desk agents are trained on your entire system, so we can go far beyond the basics and resolve your problem in a single call or chat session to get you back up and running with little or no down time.
- Vendor Communications
- If our team can’t find the answer, we take the issue to the next level by contacting the manufacturer, so you don’t waste valuable productivity time. We will work to resolve the issue the first time, eliminating the need for end-user involvement.
- Closed-Loop Reporting
- Full reporting of help desk activity will keep you informed of all issues being reported, along with assistance in working with your IT team to help reach resolutions to major issues. Monthly and quarterly reviews will keep your management team informed and up to date on all matters, always keeping a clear line of communication.