How Is Help Desk Support Requested?
There are two ways for any user to request support based on their need. Telephoning the help desk or submitting a help desk ticket via email.
All telephone support calls are processed by our phone system and routed to the next available technician, if not answered by an available technician. When appropriate, our resolution may be provided over the telephone as the fastest means of providing support.
All emailed support requests are processed by our backend ticketing system which routes the ticket via our triage process to the appropriate technician level based on the issue and the urgency and provides the customer with an automated response as well as a ticket number for easy tracking of the issue.
How Are Support Services Delivered?
Once a help desk request is received there are two methods that we use to provide support, Remote Control and Onsite Support. The method we use depends entirely on the issue. Our goal is to work together with the user and chose the method that offers the fastest resolution.
Through the use of our system tools, we can take remote control of your workstation, laptop or server provided there is an Internet connection and resolve your issue. From time-to-time end user assistance may be needed to gain or grant access to your workstation, laptop or server. For our end users that travel and carry a laptop, provided they are connected to the Internet we can take remote control and resolve their issues even when they are not in the office.
Onsite support is provided based on priority scheduling which is determined by Marcus Networking. Our assurance is that you will receive the fastest response time possible based on the then existing workload and client need. Generally, once the issue has been through our triage process, we work with the user to arrange an onsite service call to resolve the issue and often we are able to dispatch a technician immediately.
Afterhours support is provided when issues arise outside the normal business hours. An afterhour call to our helpdesk routes the call to the on call technician wherein the issue is triaged and then proper resolution arrangements are made.
Need Help? Call (602) 427.5049 or email us at firstname.lastname@example.org anytime day or night.