Helpdesk

Our 24×7 US-based Helpdesk Solution

help-deskAgile Group provides customized Helpdesk services using ITIL-based best practices, without capital investment, staff retention issues, trouble ticketing system or infrastructure requirements – all from a U.S. based staff. We know Helpdesk support.  Have your IT staff focus on your business issues while we support your end-users around the clock…around the world.  Our 24×7 Helpdesk Service Centers are located in Albuquerque, NM, Fort Worth, TX, and Washington D.C.

With Agile Group’s 24×7 Helpdesk services, your organization can avoid expending resources and time on training, expensive trouble ticket systems, and hardware and software support costs.  Agile’s goal is to aid and leverage your team’s technology and systems to be more productive.

24×7 Helpdesk Services Include:

  • Calls answered by skilled technical support engineers 24x7x365, not an answering or dispatch service
  • Above industry average First Call Resolve rate and <45 second hold times
  • Our 24×7 Helpdesk professionals endeavor to exceed client expectations on every call
  • Access to your own secure self-service portal to request support and view the status of tickets
  • Customized label service and portal branding (available)
  • Support for desktops, MAC’s, laptops, servers, MS exchange, VoIP sets and mobile devices
  • Tiered service level support with custom Service Level Agreements requirements, are available
  • All popular operating systems, hardware and software platforms supported
  • Remote workstation management available, (including remote troubleshooting of MAC, Windows and Microsoft Office)
  • ITIL-based incident and problem management toolsets and processes utilized
  • Ability to manage multiple devices at various locations connected to multiple clouds and carriers
  • Ticket management and vendor liaison for third party and carrier issues

Contact Us now to learn more.