IT Service Desk 24/7

IT Service Desk 24/7 2018-12-05T23:21:39+00:00

IT Help Desk Services - United States, Canada and Europe

As an IT Service Desk provider, Buchanan Technologies provides help desk services to organizations needing supplemental or fully outsourced solutions. We provide skilled North American Service Desk agents with additional off-shore options offering your end users the comprehensive technical support required to run the business and keep critical IT services and assets running smoothly. Adding Application and Business Process Support further enhances the value of our Service Desk aligning IT with the business. In addition, our teams provide daily support of customer IT assets, users, systems, and software, and most of all resolve and manage technical incidents and service requests for clients across the globe. Our six service delivery centers are strategically placed to offer a solution that is available during regular business hours, weekends and afterhours, or 24x7, making it unique and flexible to the client’s business needs, and we are proud to state that we have an average customer satisfaction rating of 96.1% across all clients.

24 hour help desk

Service Desk Experience, Certifications, Flexibility

  • Platform Agnostic – Our BMC Ticketing Platform or Yours
  • HDI Certified – 2017 & 2018 Pinnacle Award Recipient
  • Comptia A+ Certified
  • Bilingual Agents
  • Failover safe multi-location Service Delivery Centers in Grapevine, Texas; Charlotte, North Carolina; Wichita, Kansas; Montague, Prince Edward Island; Charlottetown, Prince Edward Island; Mississauga, Ontario and Sofia, Bulgaria
  • Over 200,000 Monthly Help Desk Tickets
  • ITIL based ticketing system (Remedy ITSM) to effectively deliver a high quality of service

Service Desk Plans

Service desk plans offer the flexibility to meet your needs and your budget. If a full-service desk is not what you need, then check out our Weekend Only or After Hours offerings. Delivery models can vary by customer, but that's where the Buchanan flexibility shows the most value. Review the plans below to see which plan works for you and contact us to get more detail.

  • Fully Dedicated Service Desk: A fully dedicated desk means we staff help desk agents that are fully dedicated to your business and provide a 100% seamless environment for your end users.
  • Leveraged (Shared) Service Desk: A leveraged desk provides full time coverage at a cost savings because the agents are shared among other clients, yet still providing seamless services for your team.
  • Hybrid Service Desk: A hybrid desk allows you to grow your team without staffing hassles and growing your overhead. A Hybrid approach offers full-time staff at your facility and supplemental tea, of agents that sit at our delivery center, yet is still fully dedicated to your team.
  • Custom/On-Site Service Desk: Our custom desk is the most flexible as it can provide whatever combination of On-Site resources, POS support or standardized agents.

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

Common IT Service Desk Categories:

Workstation/Laptop Operating System Support
User Profile assistance
System configuration issues (i.e. drivers, registry errors, systems performance, etc.)
Peripheral Support Wired or Wireless Keyboard and Mouse Support (Bluetooth and RF)
External storage support (USB Flash Drives and Hard Drives) *Excludes data recovery
Monitor Support (Resolution settings, dual display configurations, mirroring)
Connectivity Support Wi-fi Client Support, Network Printer Support, VPN Support, Air-Card Support
Network Printer Support Print Queue issues, Connectivity Issues, Driver Issues
Printer work-around (mapping to different printer to get job completed)
Escalation Support
Phone support Desk Phone and Soft Phone Support
Configuration Support
How-To Support (conferencing, speed dial programming, etc.)
Troubleshooting Connectivity Issues
COTS (Commercial Off The Shelf) Support Microsoft Office Suite 2003-2013, Adobe Suite, Lotus Notes, Java, Internet Browser (i.e. Firefox, Chrome, Safari)
Installation, Configuration and Compatibility Support
Office 365 Support Installation, Configuration, How-To, Troubleshooting
Password resets AD, Phone System, CRM (i.e. SalesForce)
Spyware or virus identification AD/SW Client Support (Installation, removal, DAT/AV Patching)
Identification and removal activities
Escalation Support
Mobile Device Support Smart Phones and Tablets (iOS, Android, Blackberry, Windows Mobile)
Screen sharing system such as GoToAssist or Bomgar
Admin Tasks: All administration for AD accounts, File/disk, Outlook accounts, VOIP System accounts, Voicemail accounts, SalesForce accounts, and other systems (i.e. company portals, SharePoint, Oracle, Java, etc.)


IT Service Desk Packages:

DESCRIPTION Silver Gold Platinum
Email Based Access to Service Desk
Incident Triage
Incident Prioritization
Incident Categorization
Password Reset Support
Customer Satisfaction Surveys
Microsoft Office Suite Support
Account Executive Support
Service Delivery Manager
Knowledgebase Management
Standard Reporting Package N/A
Customized Reporting Package N/A N/A
Toll Free Phone Access to Service Desk N/A
24x7x365 Access to Service Desk N/A
Custom/3rd Party Application Escalation Support N/A
Remote Takeover Support N/A
Business Process Support – IMACDs N/A
Commercial Off the Shelf Software Support N/A
Scheduled Monthly Overview Reviews N/A
Root Cause Analysis Coordination N/A
Root Cause Analysis Report Generation N/A N/A
Online Chat Access to Service Desk N/A N/A
Executive Dashboard N/A N/A
Closed Loop Incident Manager N/A N/A
All Calls Recorded N/A N/A
Incident Management System Access Licenses 1 3 5