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Help Desk Implementation

Monday, May 21, 2012

In 2011 we pledged to continually improve our help desk team by implementing a new process to resolve issues more efficiently. We're happy to report that things are moving in the right direction and we're using our help desk to assist customers each and every day.

Our clients can now email or call our help desk team directly and we will either work to resolve your issue or collaborate with our engineering team, working together towards a resolution. By putting the help desk first in the line of contact, our customers will see a quicker turnaround time on tickets they submit.

From fixing printer problems or adding a new user to the network, the help desk team is here to help when needed! You can contact us in a few different ways:
Email: Send a message to help@itrw.net with your issue and any relevant information, and rest assured the ticket will be created and seen by the help desk as soon as it’s submitted. From there, the team will triage the problem and work with you to either solve it, or escalate it to an engineer who may be more knowledgeable on the subject.
Phone: Calling our office at 616.837.6930 will connect right to any one of our talented employees at IT Resource. If the help desk isn’t the one to answer, the call can easily be transferred to them where the problem can be created into a ticket to be worked on.

Currently, the help desk team is composed of Kevin Luke, Lori Brandt, and me, Justin Graeff. We are happy to answer your calls and respond to your emails, so don’t be afraid to contact us!
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