ADMC-2 Help Desk

ITG’s United States based Help Desk benefits users by eliminating the frustrations felt when a critical IT service request occurs outside of normal operating hours.

ITG provides your employees and clients with a U.S. based IT Help Desk support available 24 hours a day 365 days a year. Improving response time and customer satisfaction, resolving service requests over the phone quickly and efficiently, and doing it all without the addition of any internal resources.

Get equipment and users back up and running in less time and mitigate the losses in revenue and productivity caused by technology failures. Outsourcing your help desk to ITG allows any company to easily expand its IT service capabilities.

IT Service Management with CENTRE

The ITG help desk facility, offering worldwide on-site support capability, responds to customer calls as “National Support Center”, operates 24 hours a day, 365 days a year and processes toll free calls via US 1-800-835-7823 and International 1-800-900-20060 numbers.

One 1-800 number, one invoice, one contractor.

Our National Support Center provides a service delivery solution that starts from a philosophy of problem prevention and ends with extremely high customer satisfaction from our skilled Service Desk and global computer support service engineers.

State-of-the-Art Service Desk. Our solution centers on an ITIL certified Service Desk model that provides rapid response and ITIL-certified processes addressing service requests wherever their geographic location may be. Our skilled computer support engineers will quickly and effectively resolve incidents using sophisticated tools and technology to get users up and running fast. When desk-side computer support is needed, we select the nearest of our more than 1,230 locations worldwide to dispatch a qualified support engineer, armed with everything needed – tools, software, equipment configuration, and asset information – to make the repair rapidly and efficiently.

Proactive Approach. Besides resolving customer incidents, our solution includes proactive problem detection using our innovative system management tools to identify potential failures before they are even detectable by our users. Preventing an incident is even better than resolving it promptly.

Customer “First” Attitude. We make it easy to engage with ITG. When customers sign up with us, we implement a hassle-free, comprehensive start-up plan-Quick-Start-that gets the customer equipment or software in an on-line CMDB immediately. Our Help Desk is answered by “Real Human Beings” in Falls Church, Virginia. From a complete site survey to a configuration analysis to personalized service from our Computer Support Consultants, we make the benefits of ITG’s service excellence immediate. As applicable, we follow through with frequent visits, “white glove” treatment, and continual building of relationships with our users.

ITG Help Desk Features

United States Based Global Support CenterWorldwide IT service support U.S. based Global Support Center (GSC), located in Falls Church, Virginia English Speaking Call center operators and Technical Account Managers (TAMs)
Live SupportLive support, available 24x7x365 or hours of coverage specified per contract
Toll-free Help Desk HotlineToll-free number for end user call support
Custom ScriptAll calls are answered with a customer provided pre-defined script
Level 1 Supportinbound calls, including emails or web portal requests, which are resolved during the initial communication with the end user
Level 2 Supportinbound calls, including emails or web portal requests, that are not able to be resolved over the phone or by email and require the dispatch of a local technician for onsite support
Unique Service Request NumberAll Service Requests will be identified by a Unique Service Request Number Additionally, an internal customer reference number can be added as an identifier for a service request being resolved by ITG’s Global Support Center
Service LogThe ITG Global Service Center (NSC) will log all service requests received
Monitor and UpdateThe GSC will monitor and update a service request until completion