IT Service Help Desk

Service Management Header When technology fails and timing is critical, ITG’s Help Desk services are there to get your IT systems and devices back up and operational. We provide our customers with a U.S. based IT Help Desk, available 24 hours a day 365 days a year. Improving response time and customer satisfaction, resolving service requests over the phone quickly and efficiently, and doing it all without requiring your business to bring on additional resources. If a problem cannot be resolved by phone or email ITG also provides on-site support. Through our network of over 4,000 field technicians located across the globe, ITG can quickly dispatch a field technician to resolve any IT request. Outsource your help desk support to ITG, today. Give your company access to a Help Desk that expands IT service capabilities, increases areas of coverage, and provides industry leading support all in one place.


 

ITG Help Desk Features

United States Based Global Support Center
  • Worldwide IT service support
  • U.S. based Global Support Center (GSC), located in Falls Church, Virginia
  • English Speaking Call center operators and Technical Account Managers (TAMs)
Live Support
  • Live support, available 24x7x365
  • or hours of coverage specified per contract
Toll-free Help Desk Hotline
  • Toll-free number for end user call support
Custom Script
  • All calls are answered with a customer provided pre-defined script
Level 1 Support
  • inbound calls, including emails or web portal requests, which are resolved during the initial communication with the end user
Level 2 Support
  • inbound calls, including emails or web portal requests, that are not able to be resolved over the phone or by email and require the dispatch of a local technician for onsite support
Unique Service Request Number
  • All Service Requests will be identified by a Unique Service Request Number
  • Additionally, an internal customer reference number can be added as an identifier for a service request being resolved by ITG’s Global Support Center
Service Log
  • The ITG Global Service Center (NSC) will log all service requests received
Monitor and Update
  • The GSC will monitor and update a service request until completion