IT Service Desk After Hours

IT Service Desk After Hours 2020-04-13T18:53:29+00:00

After Hours Service Desk Overview

The IT Service Desk after hours team handles break/fix and remote session support for your end users in the non-peak times, so your staff doesn't come to work with a mound of voicemails, emails and unresolved issues. Typical after hour services are from 7PM to 7AM, however, we have a 24/7 help desk of certified agents, so we can customize to the hours you need. Whether you are just looking for someone to answer the "How do I", or an after hours team to suppport your internal IT with new hires, password resets, and more, Buchanan can help. Our after hours teams follow the same process of our 24/7 desk, from onboarding and transitioning to training, to quality assurance, everything is built around the ITIL best practices and service levels you require.

bilingual help desk services

after hours held desk support

help desk agents

Service Desk Experience, Certifications, Flexibility

HDI Certified

IT Service Desk After Hours Level Agreements

We customize a help desk solution that offers improvement and the help desk communication that your team needs. Standard service level agreements include:

  • Overall Incident Summary
  • Incident Summary Reports by Location
  • Average Speed to Answer
  • Abandon Call Rate
  • ACD Service Level
  • Voice/Email/Chat Resolution
  • Service Request Response Time
  • Number of Tickets Issued