Service Desk
Comprehensive Service Desk Solutions for Your Business
When you choose our service desk solutions, you gain access to 24/7, U.S.-based technical support from certified analysts for all your software and hardware needs. Paradigm Technology Consulting (PTC) offers robust support through multiple channels, including phone, email, and chat, ensuring fast and effective issue resolution.
Key Service Desk Features:
United States-based service desk
ITIL best practices
Round-the-clock support by certified/trained analysts
Choice of multiple service offerings
Options to leverage client resources or utilize Paradigm Technology Consulting’s resources
Dedicated analog-to-digital converter (ACD) phone service with customizable messaging, interactive voice response (IVR), and script capability
Call-dispatch capabilities for onsite services and/or repairs
24/7/365 service with flexible capabilities
Robust disaster recovery and business continuity plans
Service Desk and Service Management Offerings:
Incident management
Request management
Problem management
Knowledge management
Configuration management
Change management
Asset Management
Key Benefits of Service Desk Services:
Enhancing first-call resolution and end-user satisfaction
Freeing time for your internal resources to focus on core business and development projects
Reducing operations costs
Receiving 24/7/365 service
PTC Can Assist With Multiple Call Types, Including:
Answering service
End user hardware, software, and peripherals
End user device operating systems
Enterprise applications, both custom and industry-standard
Digital signage
Retail POS equipment
Dispatch/call management service
Internet/network connectivity
Network Infrastructure
Password resets
Servers
WHAT YOU CAN EXPECT FROM PARADIGM TECHNOLOGY CONSULTING
A Personal Approach: Our dedicated customer service team applies industry best practices to efficiently troubleshoot and resolve your technical issues.
Commitment to Quality: Calls are recorded and selectively reviewed by our skilled quality assurance team to ensure top-notch service.
Measured Excellence: At Paradigm Technology Consulting, our Service Desk upholds the highest standards in service level metrics, driven by our commitment to outstanding support. The metrics are reviewed and managed daily and include, but are not limited to:
- Customer satisfaction rating
- Average speed of answer
- First call resolution
- Abandonment rate
Customized Level of Support
Typical Level 1: Benefit from efficient call handling, troubleshooting and call logging by using a populated knowledge base to resolve the incident at first point of contact.
- Windows and Apple workstation troubleshooting and triage
- Peripheral hardware included
- Issues resolved using remote control
Typical Level 2: Additional troubleshooting assistance is provided. If a call can’t be resolved, predefined call escalation processes will elevate the issue to a qualified expert.
- Includes all support features of Level 1
- Server-based password resets
No-Touch Self-Service: Our team can help roll out self-service solutions, utilizing mobile, voice, knowledgebase, service catalog, and automated approvals to assist users in correcting problems and satisfying requests.
Put Us to Work
Our service desk is available to support your team during peak periods, such as software rollouts and upgrades, providing seamless 24/7/365 technical assistance. With our after-hours user support, we handle how-to inquiries, technical troubleshooting, and error resolution whenever you need it.
Trust Experience
Our service desk expertise has been honed over decades, continually evolving and expanding in step with technological advancements and industry best practices.
Contact us today to discover how outsourcing with Paradigm Service Desk can benefit your company
Service you can count on.
Experience you can depend on.
Expertise you can trust.