IT Service Desk After Hours

/IT Service Desk After Hours
IT Service Desk After Hours 2018-10-02T22:03:36+00:00
The IT Service Desk after hours team handles break/fix and remote session support for your end users. 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

EXPERIENCE, CERTIFICATIONS, FLEXIBILITY

  • Platform Agnostic – Our BMC Ticketing Platform or Yours
  • HDI Certified – 2017 Pinnacle Award Recipient
  • Comptia A+ Certified
  • Bilingual Agents
  • Failover safe multi-location Service Delivery Centers
  • Over 200,000 Monthly Help Desk Tickets
  • ITIL based ticketing system (Remedy ITSM) to effectively deliver a high quality of service

SERVICE 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

Ready to talk to a professional?
1-888-730-2774

HDI Certified

Supporting Technologies

Automation Systems
BCM – Remedy
Business Intelligence System
Contact Management System
Quality Assurance System
Remote Control System
SfB Chat Support
SmartSheets
Ticketing System
Twilio

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