Managed Helpdesk Services
Ergo has the scale and experience to tailor Managed Helpdesk Services to every client requirement. We negate risk and ensure system uptime by responding to issues with best-practice procedures, drawing on our extensive technical competencies and strong partner relationships.
We deliver on the trust our clients place in us to solve their problems their way, but with our people. Our Managed Helpdesk services broadly fall into two camps, Onsite and Offsite.
Onsite Helpdesk Services
We provide onsite helpdesk services to clients who choose not to do it for themselves. Having our people onsite will release resources within their IT departments, enabling them to switch focus from day-to-day operational issues to longer term profit-generating IT development that will benefit the business.
Our highly experienced people serve as a single point of contact for all your technology support needs. Certified and trained in the latest technologies, Ergo’s IT professionals work closely with each client on an ongoing basis to ensure the best onsite service and technical support.
Offsite Helpdesk Services
Ergo lets clients remove the entire burden of technical support with a remote helpdesk service run out of our Network Operations Center (NOC), allowing internal IT staff to concentrate on core business functions.
We use our systems to deliver on Service Level Agreements (SLA) defined by you. We manage the services desk and in many cases a number of the resolver groups. Call escalation processes are defined and structured to quickly resolve issues, saving time and money. And you see further savings because this model negates the associated costs of managing service desk employees.
Helpdesk Services Summary:
- Syndicated or dedicated helpdesk
- Incident management
- Problem management
- Change management
- Event management
- Capacity management
Ergo follows ITIL best practices and provides a hosted incident system, standard systems support and bespoke dedicated support.