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 Maintaining an effective help desk one that provides quality IT support within an efficient timeframe can be an expensive proposition for a business. The alternative, however, can be much more costly in the long term. When individuals, or the entire company, are experiencing IT problems, productivity is impacted, and there is an associated cost, whether in real dollars or missed opportunity.
neXtdesk can relieve as much as 60% of the workload from your company's IT staff, who are usually required for more complicated tasks than software support and basic troubleshooting. This ensures maximum time efficiency for all of your employees.
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Your name and company
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A description of your problem
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A fair indication of the urgency of the problem
"I am very pleased with the fact that in the first month already, about 40% of the calls to neXtdesk have been resolved by Help Desk personnel, keeping us freed up for more pressing projects and issues."
Dave Bishop, Structural Concepts
neXtdesk provides world class technical support tailored to the specific needs of your company. It serves as a central point for all your IT inquiries, including hardware, software, networks, laptop support and remote network access. The neXtdesk features the following capabilities:
Speed: Your helpdesk calls are directly routed to neXtdesk technicians and answered quickly. Most calls can be resolved within minutes, and your IT staff notified immediately for escalated tickets.
Accountability: We log all calls and tickets into a central database. All clients have access to this database with a web portal available for viewing.
Effectiveness: Whether talking users through problems or remotely administering desktops with our secure remote management solution, neXtdesk technicians resolve a very high percentage of tickets during the initial call. All unresolved tickets are escalated to your IT staff or Next IT and ticket status is automatically communicated to the user until the issue is resolved.
Flexibility: Help Desk coverage tailored to the needs of your Business.
Focus: On-Call resolution and customer satisfaction in the first call.
Teach: How to resolve problems independently the next time you face them.
Escalation: The Next IT Helpdesk has defined escalation procedures for various types of calls:
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To help teams keep track of important issues
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To insure that SLAs are met.
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To notify managers while there is still time to take action.
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To keep users informed
Quality Assurance:
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Automatic update forms are emailed to the end user as each call is processed.
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Regular calls between the Helpdesk and on-site staff.
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Regular communication between Next IT and the designated client contact.
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Real-Time, online reports of the Helpdesk performance.
Available Reports:
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Call Volumes per period
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Call resolution, escalation
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Tech resolution breakdown
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Hardware inventory
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Application inventory
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