Providing a capable and first class help desk experience is critical. Our focus is on easy call logging and call progress tracking as well as professional call handlers to create that all-important first impression.
Your outsourced IT Help Desk may be the first point of contact with your company for customers or staff. For that reason, it is important to create the best quality of experience, handling technical issues or resolving user technical challenges.
Help desks are a common request when it comes to IT outsourcing and, at Protec, we take this part of our service very seriously.
At Protec, we sell peace of mind and we know that a large part of that is assuring you of the best service levels.
As with all our solutions, we offer various levels of outsourced help desk:
- extra capacity/call handlers
- 1st line support
- 2nd & 3rd line escalation
- fully outsourced service
How It Works
All calls are logged by our central help desk and are then assigned a ticket. Our tracking system means you can always view the status of your ticket. Once assigned, issues will be actioned within our four-hour response time.
All calls are added to our knowledge base to ensure any future problems can be handled as promptly as possible.