Whether it’s for your internal organization or the people you serve, customer support can make or break a business’ success. An effective help desk is a necessity to successfully manage and resolve issues and keep business growth moving forward.
Agile Group has built complete custom help desk solutions, covering every aspect from designing solutions databases and scripts to providing specialist training, ticket management and complete performance tracking and reporting.
We provide a process, knowledge database and complete system for managing tickets at your organization’s help desk.
Thoroughly trained to address situations in and out of captured solutions, our specialists are certified by the Help Desk Institute.
Our team has experience crafting hundreds of knowledge-based solutions to create help desk instructions and scripts.
Complete help desk performance statistics are captured, reported, and available in real time for for an accurate view of performance.
A Small Business Administration-certified Woman Owned Small Business (WOSB), Agile Group is a niche firm supporting government and commercial clients throughout the world to better manage, measure, and communicate their project portfolios.
Agile Group brings over a decade of Federal Government experience in knowledge management, program creation & execution, document management, project management and controls, SharePoint portal and web development, quality control, and training. We deliver these solutions and related services for numerous Federal agencies including the U.S. Army Corps of Engineers, the U.S. Department of Homeland Security, and U.S. Customs and Border Protection.
Research and resolve issues/inquiries daily
Escalate issues as necessary, follow up
Communicate with client representatives and customers
Document all inquiry activities in standardized performance dashboard reporting system
Respond to inquiries using professional communication skills