Tier 1 Help Desk
Need better user satisfaction? Want to get more out of your internal resource? Let HCTec be the single point of contact for your organization’s IT-related questions, incidents and requests.
Your Single Point of Contact for IT Questions
Our highly-trained help desk team leverages state-of-the-art technology and practical experience to provide informed assistance to end users via phone, email, or online chat. Plus, support hours can be customized to meet your specific needs.
- Provided by 100% American staff with advanced skills and English is their first language
- Available 24×7, 365 days
- Our systems are state-of-the-art with redundancies built in
- Delivered from multiple locations
- Customizable contract duration and hours of support
- Backed by a Service Level Agreement
- Use your existing ticketing system, or ours
- Contact the help desk via phone, live chat, email & web
- Detailed monthly reporting against SLA
- Tier-2 and Tier-3 services available
- Windows and Mac support
- Mobile device support
- Citrix, VPN, or other remote access technologies
- Tier-1 support for your business applications
- Password resets
Service Level Guarantee
You should feel confident that we will be there when you can’t be. Our services won’t go below a mutually agreed upon percentage without a corresponding penalty. Metrics include:
- First Call Resolution
- Abandonment Rate
- Speed to Answer
Your end user satisfaction is just as important to us as it is to you – so we treat it that way.
Let’s Talk About Tier 1 Help Desk
To learn more about our Tier 1 help desk services please contact us here.