Staff Augmentation & Helpdesk Services

Staff Augmentation

Peak Phase Professional Placements

Many CIOs find it cost-ineffective to hire and manage multiple skilled engineers whose utilization is high only during active implementation projects. That’s where we come in offering certified, vetted engineering resources with deep industry experience to assist companies only during peak times. We also provide a nationwide pool of deployment technicians, help desk, service desk & call center support.

Experienced, Vetted, Nationwide

We employ hundreds of vetted IT technicians nationwide for short-term technology deployments in addition to local, long-term and month-to-month staff replacement.

What is your next staffing need? Get in touch to see how quickly we can move qualified, inexpensive technology staffing to your site.

Helpdesk Services

Any national technology rollout means IT questions will increase. We can augment your IT project with temporary help-desks and call centers for rapid problem fixes and shortened turn around time.  We can scale existing Helpdesk and call centers for a fraction of the usual cost.

HTG’s HelpDesk services and solutions provide our customers with the most efficient technology for ticket management and resolution currently available in the industry today.

Our system and processes are intelligent, proactive and most importantly, self-healing.  We typically resolve most frustrating, generally unnecessary issues commonly experienced in a managed service setting, without human intervention.   Don’t settle for low-level expertise, slow, unmotivated tech support, overly complex phone trees, and communication/language challenges …  if you are lucky enough to reach a live person.  Instead, with HTG’s Helpdesk solution you will experience increased end user productivity and get the war room out of your office.

Process

In addition to state of the art self-healing technology, our proven process is about listening, proactive issue resolution, flexibility and scalability.

When more complex issues require it, we know the value of and provide good listeners who actually comprehend customer issues and respectfully respond with a quick, thorough, easy-to-understand problem fix.

Our flexibility in service delivery provides multiple options such as:

• Telephone and customized options that include an 800 number and personalized greeting (85% of our customers experience first call resolution).
• Internet to access our incident tracking system
• Technology that allows us to remotely support a customer requiring immediate and direct hands-on assistance

Unlocking True Scalability.  HTG’s HelpDesk capability easily scales from SMB needs to large enterprise and thousands of calls per day.

That’s not all. Over 85% of incidents are resolved on the first call minimizing workflow disruption.  With our award winning customer service, clear communication manifests in lower customer frustration levels and communication preferences are your decision, not ours.  Further, you are not just limited to specific devices – you get comprehensive support for all the systems & devices used. We also send issue updates in real time ensuring rapid & accurate information transfer. Our service performance metrics along with the flexibility of service levels means best-in-class customized support to meet virtually any customer requirement including customer application support.

 HelpDesk Management Process

More Features . . .

• 24 x 7 Remote Monitoring, trouble shooting & remediation – Phone, Chat, Email and PSA Integration – Monday through Sunday, Holidays included (7x24x365)
• One-Call resolution
• Certified, 100% North-American based staff
• Multi-platform support
• Web-based incident reporting & ticket tracking
• Advanced reporting – we track every incoming call / chat / email – analyze the results and generate in depth reports for each client
• Tiered service levels & custom support capabilities

Helpdesk Key Performance Indicators (KPI’s):

Ticket Time to First Touch. 85% of all electronic requests responded to within 2 hours per calendar month

Monthly Call Abandonment Rate. Less than 5.0% of all calls to the HELP DESK will be abandoned by the caller 180 seconds or more after answered by the ACD but before pick up by a Level 1 HELP DESK representative

Monthly Voice Mail Response Time.  Average 60 minutes or less for voice mail response time per calendar month

Monthly Phone Response Time.  80% of answered incoming calls will be picked up within 180 seconds per calendar month

End User Help-Desk Level I & II

This service level provides telephone and ticket support. Our technology allows support personnel to access customer systems providing instant issue resolution as though we were physically present at the customer’s desk side. Services are all inclusive as part of a fixed monthly fee.

Remote Helpdesk Highlights

Remote HelpDesk will:

o Support devices running current Microsoft or Apple OS’s (based on product support lifecycle)

o Open a ticket with 3rd party vendors of business line application(s) and ISP connectivity when applicable, and if third party support details are provided. We will make the call for you and then escalate the incident.

o Workstation/Laptop/Hand Held Hardware Support. (Corporate only or Home use if required for Corporate access)

o Windows based Workstation/Laptop (OS’s Supported: Microsoft Windows Vista, 7, 8 and 10)

o Apple Based Workstation/Laptop (OS’s Supported: Apple OSX)

o Mobile/Handheld devices (Mobile OS’s Supported: Apple IOS 6+, Android Kitkat+, Blackberry OS7 +)

o Network Connectivity Support

o Wi-Fi Client setup (Internet Connectivity Only)

o Core application support, Microsoft, Adobe & Symantec.

o Email Client (Outlook & MAC Mail).

o Microsoft Office Standard Suite. (Office 2007+)

o Office 365

o Printer-related problems such as mapping, drivers, and connectivity

o Server based Password resets (Documentation, access, and approval process supplied by VAR)

o Spyware or virus cleaning from PCs (Single PC’s only as reported by an end user)

o Google Apps and Google Chrome

o Create and disable User Accounts in Active Directory or another LDAP system

o Create and disable email accounts in Exchange or a cloud based offering (Hosted Exchange)

o Create and configure SPAM filtering for the account if applicable.

o Requests past these steps will be escalated to the VAR/MSP for completion or if the information required for these initial setups has not been provided.

SERVICE CALL FLOW & QUALITY ASSURANCE

Internal Escalation

First call resolution reflects the application of standard technical troubleshooting to diagnose, repair and verify resumption of normal operation. When necessary, calls will be escalated internally from Tier II to Tier III to provide a full range of skills in the resolution process.

3rd Party Escalation

Business line applications and ISP connectivity escalations can be raised by HTG’s Help Desk analysts on behalf of the caller.

Quality

We manage service quality by implementing a portfolio of performance indicators including:

o Call Monitoring

o Quality Scorecard

o Soft Skills Analysis

o Technical Skills Analysis

 MOBILE DEVICE SUPPORT

o Application Support (Best Effort)

o Data Synchronization

o Account Setup

o Device Features and Settings

o Active Sync/HotSync/Blackberry Enterprise Server

o Software/App Installation

o Hardware troubleshooting

 SUPPORTED SOFTWARE/HARDWARE LIST

Escalation options:

o Priority 1: Phone call made to an MSP dedicated Escalation Line advising of Urgent ticket escalation in addition to P2 and P3 procedures.

o Priority 2 and Priority 3: Ticket notes added with troubleshooting steps and the reason for escalation. Setting ticket to escalated status within MSP’s PSA will email contact or group needing to be notified

Support Services:

HTG can provide telephone support to designated staff supporting defined units. Our highly skilled and experienced engineers will service incident calls to provide quality responsible support services.30