Help Desk (24 X 7)

Atlas Group’s help desk can be used as a way to enhance end-user service support, outsource a core IT function or as a tactical support initiative for one business function or event.

The Atlas Group Help Desk service provides technical support tailored to the specific needs of your company. Our Help Desk serves as a central point of contact for all your IT inquiries, including hardware, software, networks, laptop support and remote network access. Our Help Desk service features the following capabilities:

  • Speed: We resolve the majority of calls within minutes, while highly complicated issues are addressed by specialists who can take control of your computer via secure remote access.
  • Accountability: We log all calls into a central database. The database serves as an invaluable record of recurring problems so more effective solutions may be found to prevent them. All clients have access to this database to enable call tracking and up-to-date call status information.
  • Effectiveness: We have selected our technicians as much for their customer service skills as for their level of technical expertise.
  • Flexibility: Help Desk coverage tailored to the needs of your Business.
  • Focus: On-Call resolution and customer satisfaction in the first call.
  • Teach: How to resolve problems independently the next time you face it.

The Help Desk can relieve as much as 60% of the workload from on-site IT technicians, who are usually required for more complicated tasks than software support. This ensures maximum time efficiency for all of our clients' employees.

  • Tier 1 and 2 desktop and server support with 75% call resolution at this level
  • Application and event support
  • Dispatching available if unresolved
  • Available 24/7 coverage
  • All calls logged and ticketed, web portal available for viewing


All Help Desk requests are assigned on a scale of 1-5 for Severity, Urgency and Priority, with 1 being the highest:

  • Severity = Technical Problem
  • Urgency = Business Problem
  • Priority = Based on the Service level Agreement (SLA)


Escalation: The Atlas Group Help Desk has defined escalation procedures for various types of calls:

  • To help teams keep track of important issues.
  • To insure that SLAs are met.
  • To notify managers while there is still time to take action.


Quality Assurance


Automatic Feedback forms are emailed to the end user as each call is closed.
Regular calls between the Help Desk and on-site staff.
Regular communication between the Atlas Group Client Manager and the designated client contact.
Monthly reports of the Help Desk performance.


When you call the Help Desk, all we will need to know is:

  • Your name
  • A description of your problem
  • A fair indication of the urgency of the problem


Why use The Atlas Group Help Desk?

Atlas Group has supplied IT solutions since 1989. We have developed our Help Desk services to give you the maximum benefit from years of delivering premium services.


Our Helpdesk is designed to support more than just your staff. We have many services that link into our Helpdesk that ensure the optimum service is given to you. Our report back facilities give you up to date information, when you want it.


Available Reports:

  1. Number of Calls to the Help Desk:
    - Call Volumes by Hour for the month
    - Dropped Call by Hours per Month
    - Average Response time
    - Average Call length
  2. Service IT Statistics
    - Graph of the number of calls to the help desk
    - Top 10 Callers
    - Top 10 Problems
    - Average Time to Fix problems


Locations

Help Desk calls are received at either our Brunswick, Maine or Dornoch, Scotland locations with heavy usage call overflow to engineers at 35 locations worldwide. We use a VOIP converged backbone to transfer and assign calls based on traffic levels.

Languages

The standard Help desk language is English. However, we have second level support services in French, Spanish and German to help non-English speaking callers.