Comprehensive Service Desk Solutions for Your Business
When you choose our service desk solutions, you gain access to 24/7/365, 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.
Don’t wait! Fill out the form below and a member of our Service Desk team will contact you to discuss your needs.
Keep your business running smoothly with expert, 24/7/365 IT support.
Paradigm Technology Consulting (PTC) provides a fully managed, U.S.-based outsourced service desk designed to support your business with ITIL best practices, certified analysts, and round-the-clock coverage. Whether you need full-service IT support or a strategic extension of your internal team, our flexible service offerings ensure seamless IT operations while reducing costs and increasing efficiency.
Our Service Desk and Service Management Offerings:
Incident management
Request management
Problem management
Knowledge management
Configuration management
Change management
Asset Management
Why Choose PTC’s Outsourced Service Desk Services?
- Enhance First-Call Resolution & User Satisfaction: Our certified experts resolve issues efficiently, reducing downtime.
- Reduce IT Operations Costs: Scale your IT support without the overhead of hiring and training in-house staff.
- Free Up Internal IT Teams: Let your team focus on strategic initiatives while we handle daily support.
- Always Available, 24/7/365 Support: Around-the-clock assistance ensures uninterrupted business operations.
- Disaster Recovery & Business Continuity Ready: Robust planning ensures seamless support in any scenario.
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
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.
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