MANAGED AND CLOUD
Quest’s Outsourced IT Help Desk Services
As your IT infrastructure grows and gains complexity, timely and efficient support may be too difficult to maintain in-house. How do you ensure that your employees and users receive the level of technical assistance they require to remain productive on a daily basis?
IT Support From Certified Technicians
Quest’s Help Desk Support Services provide skilled IT support from certified, front-line technicians. Our U.S.-managed team has the expertise to troubleshoot a multitude of technical issues, from password resets and printer access to network connectivity, enabling our clients to lower their IT operations costs and minimize hassle.
7 reasons clients choose Quest’s IT Help Desk Support services:
1
Ticket overload: the on-site team couldn’t keep up with volume.
2
Service metrics suffered: response time, abandoned calls, and first-call resolution were sliding.
3
Corporate split or acquisition: a brand-new help desk had to go live—fast.
4
High turnover & training costs: constant hiring drained budgets.
5
Broad expertise required: sourcing staff who can tackle any technology request proved time-consuming.
6
After-hours coverage needed: users work 24/7, so support must, too.
7
Escalating tool costs: legacy service-desk platforms were breaking the bank.
Our Approach to Outsourced IT Support
Thanks to decades of experience and a substantial team of experts, we can onboard an organization in minutes and immediately provide support to users 24/7. With Quest’s Help Desk Support Services, your IT staff and infrastructure can stay focused on core business objectives without getting bogged down by support quagmires.
Our two-level approach ensures efficient troubleshooting and easy escalation as necessary.
Level 1
What We Do: Call answering, after-hours portal/Chat, incident logging, knowledge-base-driven troubleshooting, and secure remote-control resolution for Windows & macOS.
Result: High first-contact resolution rates and happier users.
Level 2
What We Do: When a call can’t be resolved, provides additional troubleshooting and a pre-defined escalation process.
Result: Rapid closure on tough tickets without hand-offs that frustrate users.
Outsourced IT Support Services
- Information Technology Infrastructure Library (ITIL) best practices
- Round-the-clock support by certified technicians
- Access to the eSupport portal for easy reporting
- Choice of multiple service offerings
- Customized, dedicated Automatic Call Distributor (ACD) phone line with an optional script
- Call-dispatch capabilities for on-site repairs
- 8 to 5 or 24/7 service levels available
Let Quest Handle the Rest
Whether fulfilling all of your technical support needs or supplementing your existing IT support team, we’re committed to maintaining quality customer service and high service-level metrics.
With Quest’s outsourced IT support services, you’ll tame costs and let your in-house IT talent concentrate on innovation instead of daily break-fix.
We recognized early on that we did not have the skill sets or tools to tackle a red-alert emergency. That’s why we formed our partnership with Quest. 