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.