Fidelity Systems offers highly trained, dependable Help Desk Support to our Managed IT Services clients throughout Cleveland and Northeast Ohio. We want to keep those lost hours to a minimum so your business is working as it should.
Have you ever calculated the number of business hours lost because of unavailable IT services? Fidelity Systems, Help Desk Support’s aim is to lessen the impact of lost business hours, lost revenue, and dissatisfaction among your own business’ customers.
Our Help Desk Support provides:
Industry Leading Response. We’re proud of our commitment to rapid response that reduces stress over prolonged waiting periods. Studies have shown that only 21% of tech companies respond in less than an hour. Although that seems like a good benchmark, we strive to lessen our client’s wait time even more.
Seamless, easy to track ticketing system. Our support ticket management system ensures you don’t get “lost” in the crowd. We’re able to track your issue through its resolution and schedule any needed services. Our communication tools lead to less frustration for customers
Incident Management. Fidelity System’s Help Desk team applies industry standard best methods to any of your IT incidents that escalate above common computer issues. This may include network server downtime, desktop failures, network connectivity issues or backup failures.
Request Fulfillment. Seeing a support request or incident through to its satisfactory closure is the goal of every interaction we have with our clients. We strive to avoid repeated “come backs” that increase downtime and lost productivity. We understand that the higher our “first-time fix” percentage is, the greater will be your customer satisfaction. This means our Help Desk Support team is quick, efficient and a valuable partner for you.
Workstations Builds and Maintenance. We keep your business computers and laptops current with operating and software system updates, as well as any cybersecurity patches needed to keep your network safe.
Your Help Desk Support experience starts with our response team listening and asking specific questions so we can understand the scope of the problem. Once the issue is logged, you can be assured that if it can’t be resolved in a short period of time, it will be escalated to the proper qualified IT professional at Fidelity Systems. We understand communication during a problem is critical and even if the issue is escalated, we keep our commitment to rapid and accurate response.
If you lost confidence in your current IT support company or person, please contact Fidelity Systems, for a Managed IT Services agreement that includes Help Desk Support.