Outsourced IT Help Desk Bethlehem, PA
Network issues will be a persistent thorn in your company’s side for its entire life. Nothing stays stable forever, and within time your network will develop flaws and suffer from incidents that detract from your overall performance. Not every IT department will have the resources or manpower needed to deliver timely resolutions for these incidents. However, by allocating the necessary personnel and resources to your IT help desk, other business-critical functions, projects, and initiatives become neglected. There’s no easy way to grow when you’re juggling a functional help desk with an empowered IT department. That’s why many companies choose an outsourced IT help desk in Bethlehem, PA.
A company like Omega Systems takes over for your IT help desk to augment your internal teams. We provide the architecture, tools, processes, experts, and rapid-response to free up your resources to prioritize core competencies and growth-centric projects. Our thorough, comprehensive approach prevents network interruptions from disrupting your work, minimizing downtime and optimizing productivity through our appropriately prescribed response protocol. Every request, ticket, and incident receives the proper attention and solution.
Embracing the Human Element
More than a few companies have forgotten how important the human element is for effective IT work. Superior customer service results in improved productivity, streamlined rapid-response, and trust between your employees and technical support teams. Omega Systems prioritizes treating every ticket well, resulting in a positive, seamless, and personal IT support environment. A few traits we endorse include:
- Proactive Communication
- Dedicated Collaboration
- Infrastructure Familiarity
- Escalation Protocols
Incorporating these aspects into our rapid-response support strategy brings out the best in your workforce. A well-run service desk is impossible without passion and high-quality customer service treatment.
Our Smart Response Services
Increasing technical efficiencies and strengthening end-to-end user productivity need an IT help desk equipped to handle any IT environment. Omega Systems’ Smart Response service is a customizable package that outfits your IT architecture with optimal IT support designed and trained to enhance your company operations. Smart Response features two distinct services: NOC and Escalation.
The daily activity happening across your network generates massive amounts of data that’s more often than not ignored and discarded. This information is invaluable to improving your company, and not taking advantage of it means you’re operating at a reduced capacity. Our NOC services extend your company’s visibility, providing 24/7 monitoring, alert reporting, and real-time data, to name a few benefits. Some key features include:
- Servers & Device Networks
- Internet & WAN Connectivity
- Basic Alert Reports
- Priority 1 Response
- Initial Investigation by NOC Engineer
Identifying which requests can be quickly resolved and which warrant advanced remediation is one of the primary goals of our Level 1 Service Desk Technicians. Minor incidents that can be resolved within 15 minutes are handled immediately, keeping workflows moving. Anything beyond that is escalated to your own dedicated Technical Account Management Team. Effective escalation practices ensure that technical support channels aren’t clogged with backed-up requests, streamlining the support process for optimal resolution. Some key features of our Escalation service include:
- Level 1 & 2 Triage & Resolve
- WAN/Internet Connectivity Triage with ISP & Remote Resolution
- Escalation to On-site Resources
- Customized Escalation Matrix
- Monthly Reports
Your own dedicated TAM teams, service desk technicians familiar with your architecture, and cost-effective pricing make Omega Systems’ outsourced IT help desk in Bethlehem, PA, one of the best available. If you’re interested in a partnership, call us at (610) 678-7002 or contact us at our website for a consultation.