IT Help Desk Services Philadelphia, PA
The greatest obstacles your company productivity faces are, more often than not, mundane in nature. Server-wide blackouts or an insidious virus shutting down your entire company for a day are rare occurrences, but it’s the common events that you set your watch to. Even something as seemingly insignificant as a program not running correctly compounds and, over time, detract working hours and decrease productivity and efficiency. For all problems, both big and small, having employee-facing IT help desk services in Philadelphia, PA make all the difference.
The best IT help desk services are capable of fielding, responding, and effectively escalating your company’s tickets as needed. Our practices ensure that every issue is appropriately addressed and handled by professionals, streamlining the tech support process and promoting employee satisfaction, time management, and productivity. With Omega Systems’ help, we can outfit your company with a dedicated support team.
Providing Rapid Response, Personalized Support
The mark of a high-quality help desk extends beyond claims of good service. While many other companies may make bold claims about their support desk, Omega Systems aims to prove our value through tangible, proactive support. At the heart of every support ticket, we understand that we are still dealing with people on the other end.
First-class customer service plays a critical role in delivering specialized, responsive results for every call that crosses our support desk. The process starts with a call to our Level 1 Service Desk Technicians. Within 15 minutes, our frontline operators are tasked with identifying, processing, and resolving any issues that they receive, helping get your employees back on track while avoiding backing up the system with long, complicated tickets.
Of course, not every call can be succinctly resolved in 15 minutes. Our Service Desk Technicians are trained to determine if a call’s length will take longer than the allotted time, labeling it as a more complex issue than can be handled by a Level 1 Service Desk Technician. Rather than clog the call line, leading to longer waiting times for easily fixed issues, we provide a seamless, personalized solution designed to keep your company functioning in spite of any trouble coming your way.
The answer, of course, is found with our dedicated TAM teams.
Technical Account Management Teams
Advanced resolution is determined by whether or not something can be resolved by our Level 1 Service Desk Technicians. If they can’t be handled within that time limit, our escalation strategy sends those calls up the pipeline to each of our clients’ dedicated Technical Account Management Teams. By allowing a higher skilled team of IT professionals handle your more complex issues, we provide rapid-response treatment for every problem with the attention they deserve, providing your company with:
- Proactive Communication
- Dedicated Collaboration
- Infrastructure Familiarity
- Escalation Protocols
Each team is composed of Level 2 & 3 Engineers, providing technical expertise capable of advanced resolution. Our goal is to keep your employees focused, something that can’t be done if they’re struggling with IT issues. Our dedicated service desk and TAM teams are there to get your company back on track as fast as possible through highly effective fixes.
Our IT help desk services in Philadelphia, PA are equipped with the knowledge needed to provide specialized solutions that fit your company’s infrastructure and applications. If you’re interested in a partnership, call us at (610) 678-7002 or contact us at our website for a consultation.