Driving Responsiveness – Agility Series (Part Five)
Whether or not your organization made the government’s cut as ‘essential workers’ during the coronavirus pandemic, we at Magna5 consider all organizations essential. A critical component in keeping businesses operating at peak performance is having access to dependable technical advisors who can troubleshoot network issues or answer questions about computer equipment and software applications. In this fifth installment of our Agility series, we look at help desk services.
Reduce unplanned downtime events with proactive technical support
Help Desk Support serves as a hub for engaging with your customers or employees to resolve issues and answer technical questions. Especially today with people working at diverse locations and remotely, around-the-clock access to certified Tier 1 and Tier 2 engineers is more critical than ever to keep businesses running smoothly. Many organizations are struggling to handle large volumes of help desk tickets piling up and are turning to managed service providers, like Magna5. MSPs can serve as an extension of current internal IT teams to provide technical expertise for less than the cost of hiring additional in-house IT members.
Today’s help desk uses multiple channels for communicating with customers via toll-free number, email, chat or a client ticket portal. An important consideration is to choose a help desk provider who can route calls to an engineer most knowledgeable with your specific problem, not just someone to take the call. At Magna5, we can support a wide range of operating systems and applications, both mainstream and custom. These include Microsoft Windows, Office and Microsoft 365, as well as mobile iOS and Android operating systems. We deliver a high first-call resolution rate and comply with pre-defined percentage of incidents resolved within an agreed SLA time.
Let’s look at a scenario where an organization implemented Magna5’s help desk services to ensure reliable uptime and network connectivity.
Helping troops stay connected across the globe
An armed force service organization providing programs and services at more than 260 military base locations worldwide depends on reliable computer equipment and network connectivity to help troops and families stay connected. They needed additional help desk support to keep their workstation equipment up and running at diverse locations as well as quick resolution to troubleshoot IT problems for their 600 employees.
Magna5 provided around-the-clock access to knowledgeable engineers to handle help desk requests and resolve computer or network issues. Working out of our U.S. based Operations Center, our team of experts was able to enhance quick and efficient resolution to tickets for their domestic or international centers. This included monitoring their Office 365 environment to ensure reliable access to cloud applications and Microsoft Office suite of software programs. When IT staff was on vacation, we provided on-site help desk support.
Are you struggling to keep up with ticket workloads from multiple locations? Check out our 2-minute Help Desk video to learn more.
Mike Penn joined Magna5 as Senior Content Developer. His role is to bring to life stories that inspire or inject clarity in how managed services and emerging trends can be applied to help organizations operate better and more efficiently.