The world is entering a period where businesses are more dependent on technology than ever before. Consequently, technical difficulties and downtime can be damaging and ultimately fatal for small and medium-sized businesses. That’s when a fine-tuned help desk becomes priceless.
Due to the dangers of downtime resulting from hardware and software failure, customer service on the part of technology vendors and IT providers is more important than ever. Unfortunately, customer service is often subpar, resulting in dissatisfaction that sometimes leads customers to take their business elsewhere. In fact, roughly 60% of customers that don’t feel their voices have been heard will seek another solution. This figure emphasizes the importance of top-notch customer service, especially since the demand for outsourced help desk services is expected to grow by a brisk 5.7% annually through 2019.
At GB Tech, we’ve spent time analyzing the flaws that plague some help desks and other customer service outlets. Years of experience have helped us perfect our own help desk services; we take pride in our ability to provide 24/7 support for all of our clients.
IT disasters don’t keep normal hours, and neither does our help desk. There are several reasons why we believe the help desk is a crucial aspect of our managed services package.
Perhaps the most important quality to look for in a help desk is availability. It’s impossible to tell when you might be in need of crucial assistance, and the thought of being alone in the face of a total system crash is about as appealing as the thought of rowing into a hurricane on a raft.
GB Tech’s help desk and call center support are available around the clock. It doesn’t matter if it’s lunchtime or after midnight; we’re committed to bringing you the service you need.
We also guarantee that you’ll receive the same GB Tech quality on the other end of the line regardless of what time it is. All of our IT technicians are experienced professionals who will do everything in their power to resolve your issue.
Service Tailored to You
We don’t believe in one-size-fits-all solutions at GB Tech. That’s the case for all of our managed services, and it holds true for our customer support as well. Every business and every network is different, and we’ll give you the individualized support required to keep you up and running.
Expecting one set of procedures to apply to the challenges faced by our wide variety of clients would be irresponsible, like plugging a hole in the space shuttle with duct tape. At GB Tech, we take the time to learn about our clients’ businesses, so our help desk technicians are fully acquainted with your network. This allows them to provide quick and effective resolutions to your problems.
In the case of problems that don’t require an immediate solution but do need professional assistance, we won’t require you to stay on the line for hours. Once you submit your ticket, we’ll call you in a timely manner to resolve your issue so you can focus on the things you need to get done. When an issue can’t be resolved remotely, we’ll send out one of our technicians to sort things out.
Experienced Help Desk Staff
A good help desk technician should be experienced and cool under pressure. Luckily, both of those traits are key parts of the GB Tech identity. We’ve been around for more than 30 years, honing our craft since the early days of the IT industry. Our team has worked with NASA, the Department of Defense, and countless other clients that operate in high stress environments with low-risk tolerance.
Of course, not all of our employees have been around that long, but we take care to ensure that our team is made up of seasoned IT professionals that can handle whatever our clients throw at them.
The Help Desk and You
In a perfect world, the help desk would be a service you never have to use. Unfortunately, since technology isn’t perfect (no matter how meticulously maintained it might be) you’ll probably find yourself in need of assistance at some point.
The value of using a third party help desk service like GB Tech’s lies in our experience, availability, and knowledge of how business technology should function. Help desk services are also at their best when combined with a variety of other managed services. When your business has great IT support, you’ll need to call upon the help desk less often, and the goal of our managed services package is to implement and maintain IT solutions that minimize the need for 24/7 help desk support.
If your business has run into trouble that a help desk could have helped fix, you understand how important great IT support can be. We’d love to discuss our managed service offerings, including help desk services, with you and your business. Let’s get in touch and get a conversation started-it could completely change the future of your company.