Help Desk Services

From within a remote state-of-the-art customer service center, iTWatch™ Managed Services handles help desk inquiries as though we are right there. iTWatch’s Help Desk offers the optimum flexibility necessary to provide both reactive task-oriented and proactive process-oriented services. Our service automation tools and technologies enable us to effectively track and resolve calls much more efficiently than an onsite help desk model. We use system generated reports and data to plan our resources at optimum staffing levels and measure productivity. These tools also allow us to manage workflows, service levels, escalate issues, and implement change, survey customers and report performance.

Our large help desk solution brings proven help desk processes and technology to your immediate needs while driving down total cost of ownership. ATS’ 24x7x365 Contact Center is always available to assist you with software and hardware questions on commonly used platforms such as Microsoft Windows and Office applications, plus a variety of off-the-shelf software packages. Our services include changing operating system or application configurations, researching and resolving PC hardware and software questions and escalating problems as needed to meet service-level goals.

Key Benefits:

  • Full level I and II troubleshooting and triage for alerts and user mediation (password resets, connectivity issues, application configuration, etc.)
  • Escalations to outside providers as required
  • Crisis resolution
  • Toll-free telephone
  • Email
  • Chat support with remote control
  • 24 hours/day x 7 days/week x 365 days/year
  • Commercial computer hardware
  • Commercial desktop software
  • Vendor management