Newmind Group

Deliverables

When you sign up for the Help Desk you’ll experience the benefit of a live, U.S.-based technical support team on software and hardware products from certified frontline-support technicians. Our friendly customer-service team will use industry-leading internal processes to expertly troubleshoot your technical issues.

Customer Satisfaction

Customer satisfaction means everything to long-term success in business. Our highly trained staff responds to customer phone calls and e-mails to provide the appropriate level of service in any given circumstance. Customer issues are addressed in a timely and courteous manner. 

Service

The Help Desk will make every effort to resolve technical support issues at the time of the initial service call. This is our approach for resolving issues. The call will be answered by a Level 1 technician. If the incoming request can be handled within 10 minutes, the Level 1 technician will stay with the call to resolve the issue. If the Level 1 technician estimates that the incoming request will take longer, they will (a) hand off the call to a Level 2 technician if one is available, or (b) inform the caller that the issue will be assigned to a Level 2 technician and end the call. The Level 1 technician will then place the ticket in the Help Desk ticket queue where it will be assigned to a Level 2 technician. The level 2 technician will contact the client based on ticket priority.

Software and Services Covered by the Help Desk
Software

    Desktop Operating Systems - Microsoft Windows 2000 and up
    Office Suites - Microsoft Office 2000 and up
    Email Clients - Microsoft Outlook 2000 and up
    Browsers - Internet Explorer 6 and up, Mozilla Firefox
    Third Party/Proprietary Software
    All third party and proprietary software will be supported on a best effort basis.

Services

    PC and network troubleshooting
    Handheld device configuration and troubleshooting
    Administrative tasks
    Software installations
    Virus/Spyware removal
    File/Folder restores

Contact Newmind Group today to get a no-cost, no-obligation managed services consultation for your business.