Cybersecurity Companies Serving Scranton, PA
What is the difference that separates a good company from a great one? Admittedly, there’s more than one value that goes into that particular equation, but one factor covers every company with equal weight: communication. The degree to which a cybersecurity company serving Scranton, PA goes to establish proper support channels dictates their readiness and willingness to cater to their clients’ needs.
Developing the support environment that facilitates available communication for our clients in regards to our offered services is one of Omega System’s key features for an optimal experience with our company. Everyone has gone through the nightmare of calling a support line and being placed on hold for hours on end just to resolve the most mundane of issues. Circumventing the rampant lack of attentive IT support within the industry is critical to Omega System, resulting in reliable methods for informed, responsive communication.
Taking Advantage of Omega System’s Service Desk Support
The trick when it comes to receiving beneficial IT support lies in the inherent structure of the IT support system in place. Depending on the complexity and time investment of the request, finding an educated solution may take some time to source. Time elapsed between making the call to solve your predicament and resolving it makes a world of difference. After all, time is money, and the longer you’re on the phone, the less productive you are.
That’s why our Service Desk is designed with a structured team approach, utilizing Technical Account Management (TAM) teams to effectively categorize and address each incoming request. Every call that arrives at the Service Desk is answered by a live person, no robots or voicemail, and processed accordingly.
The TAM teams are organized according to level, grouping appropriately classified engineers to handle the flow of your request. These designated team members create unity and conformity, split between Service Desk Engineers (equivalent to Level 1 engineers) and team leads (equivalent to Level 2 & 3 engineers).
Once assigned, Service Desk members become intimately familiar with your company’s infrastructure, business model, and technological environments. Developing a comprehensive understanding of how your organization functions integrates our support members, allowing us to provide solutions catered to your network’s functionality.
Our Level 1 technicians are in charge of fielding and categorizing any incoming requests. Calls that will take 15 minutes or less are resolved by them, whereas anything that will last longer is then directed to your assigned TAM team, consisting of Level 2 & 3 engineers, for advanced resolution. This ensures that there will always be a team member available within a reasonable period of time to take your call without neglecting priority requests.
Ensuring we balance the proper mixture of rapid response with certified expertise on your company’s environment creates the highest quality support that can be provided. As a result of this structure, Omega Systems support strategy is streamlined with:
- Proactive Communication
- Dedicated Collaboration
- Infrastructure Familiarity
- Escalation Protocols
Omega System’s support system ensures that every decision or question our clients have, no matter how small, can be reliably answered by experts with a firm knowledge base of your company’s environment.
Communication and Support Is Important
Providing around the clock expertise for our clients has made an invaluable impact on how Omega Systems delivers positive, productive results as a cybersecurity company serving Scranton, PA. It’s instrumental in how we’re able to deliver IT solutions with tangible results. If you’re interested in a partnership, call us at (610) 678-7002 or contact us at our website for a consultation.