Help Desk & On-Site Support

Via help desk services and IT support services, Access’ IT support services help businesses leverage Intelligent automation and technology to provide an outstanding customer experience.

With the tools needed to evaluate, develop, and deliver agile, scalable IT environments, we collaborate with clients to deploy our IT help desk support services in order to improve their digital infrastructures and transform the workplace experience, offering:

• Telephone & email support
• Remote support 
• Standard service desk hours 
• Preventative maintenance & updates
• 24/7 real-time monitoring & alerts
• Guaranteed response & resolution times

What Is Help Desk Support?

You may wonder when your client’s employees have IT questions or problems, who do they go to for help? Help desk support is a department or individual that provides support and information for electronic or computer issues. Our support service ensures customer satisfaction by resolving clients’ complaints and questions in an organized manner. 

There are up to four support levels (tiers) for help desk support. These levels show the difficulty of help desk requests and the IT expertise of technicians who are going to handle them. The higher the level, the more complex the problem is. 

Level 1 – When customers opt for help desk support, the technicians of this level analyze the clients’ issues to provide the best solution possible. The possible issues that are included in Level 1 can be usage problems, troubleshooting email problems, changing passwords, common network connectivity issues, etc. Whenever the technician of this level cannot solve the issue they escalate the request to level 2. 

Level 2 – Technicians in this level solve even more complex and challenging problems, including backend analysis, computer meltdowns, in-depth troubleshooting, etc. First, the level 2 technician discusses the issue with the Level 1 specialist to see how much support they provided to the client. Then, a level 2 specialist interacts with the user to provide a more in-depth analysis of the issue before solving it. If there is no solution to the problem, then the request escalates to the next level. Level 2 support workers typically have a thorough understanding of the company’s products as well as substantial troubleshooting experience, in-depth training, and access to company information. 

Level 3 – The issues addressed at this level are more complicated and harder to solve. Sometimes the problems are solved by networking specialists as the issue can lie under IT infrastructure. Technicians can be engineers, architects and other experts that have access to product and company information. Level 3 specialists can solve a wide range of technical issues. When the client’s question goes up to Level 3 support, the specialist digs into the code and designs in a lab setting to try to determine the cause of the problem. The technicians may report the problem to the company so that improvements can be made to the product, and then provide the solutions to Level 1 and 2 support.

Level 4 – This level exists outside the organization. It addresses extremely complicated problems, including vendor software support, printers, machine maintenance, and other issues of outsourced devices. 

What is On-Site Support?

Sometimes there are some issues that need to be solved in person, and here is where the next support service comes in — on-site support. It’s an IT service provider with a network of specialists who can help with localized IT issues and solve IT challenges, including cabling, break and fix support, replacing failing software, etc. Having an IT onsite specialist can also educate the clients’ team about security threats and solve complicated IT problems. 

Benefits of Help Desk and On-Site Support

Help desk and on-site support services will provide you with an efficient working environment. When you combine the advantages of each support service, you get essential benefits such as:

1. High Efficiency
2. High Productivity
3. Quick Resolution to IT Problems
4. Customer Satisfaction
5. Quality Improvement
6. Better Communication

Access provides both help desk and on-site support services and our team does their best to provide you with the best experience possible.

Why Should you use our Help Desk and On-Site Support?

Eliminates any possible disruption to your business:

Many customer service companies hide behind their “time to answer” to your requests, but we go above and beyond. We strive to resolve your problems as soon as possible.

Your call will be answered in 15 seconds or less, and you will be dealing with a knowledgeable and experienced technician rather than a call logger or an automated menu system.

We understand how important it is to keep your company running smoothly. As a result, we placed a premium on customer service.

Offering Complete Technical Expertise For Your Business

It’s challenging and costly to build and manage your own team of technicians. The need to cover all facets of your ICT raises the costs and challenges.

Every member of our technical team has received extensive training and certification. Your dilemma is solved because they are there when you need them.

It’s simply less expensive to use a help desk rather than hire in-house. For one thing, remote help desks eliminate the need for travel. They still deal with a lot of pressing issues (as opposed to highly strategic ones). Help desk support providers are simply more cost-effective for these purposes.

To provide you with the comprehensive and timely service you need and deserve, our organization incorporates industry best practices. It entails not only providing exceptional assistance for your immediate problems but also providing long-term support for your company. When you contact us, you can expect outstanding professional support from our friendly customer service representatives.

This is your chance to save 20% off on your first-year on-site contract. 

Hurry up to register and get the most out of your help desk and IT support services!