Minimize issues and improve your IT
with an outsourced Help Desk
The key to happy and productive employees is availability—of data, tools, and applications—and to access immediate, expert assistance when those things are in jeopardy. In our 24×7 world, downtime and workarounds are simply not acceptable. That makes near-instant troubleshooting and resolution a business imperative. But what if you could do far more than address problems in real time? What if you could use those moments to build a reservoir of information that helps you be proactive, helping evolve your infrastructure to minimize issues and improve your IT quality and processes?
In addition to managing service requests and resolving incidents, Help Desk Solutions from Alinco IT provide a single point of contact for multi-channel employee support communication with an eye toward:
The average cost of downtime is significant. Each minute costs an average of $9,000, making the downtime cost per hour more than $500,000.
Quality support that scales on demand
When you outsource to Alinco, we provide your full-time installation-specific help desk resources. While this model takes the headache out of your frontline support, our focus on quality and expertise goes beyond saving you time and money to include quality experiences that scale on demand. Our solutions include:
- Human-centric live IT support
- ITIL-based structures, escalation, and resolution
- Customized KPIs and metrics
- Customized, flexible SLAs
- Multi-channel support, including self-service portal, online tracking, email, and phone
Moreover, these solutions are backed by a desire and approach aimed at creating long-term IT performance improvements, and efficiencies and positively influencing your technology vision and direction.
7 help desk metrics for more effective user support
Help desks juggle many different priorities on any given day, making it easy to confuse being “busy” with being “effective”. Here are 7 help desk metrics that you should track to monitor and improve your function over time:
- Ticket volume or total interactions
- Resolution time
- Interactions per agent
- First-response time
- Resolution rate
- Closed ticket rate