IT SUPPORT

TechWorks IT Support Services

By implementing our pro-active network administration solutions, we know you will experience fewer problems. But let’s be honest here… the occasional failure will happen. That’s why we have prepared by making sure that we have a proven set of IT support systems in place to get things up and running again as quickly as possible. Of course, this is the last time you want a hefty I.T. support bill so we make sure that our emergency computer network support services are always included when you need them the most.

Ready to assist at a moment’s notice, our staff is easy to reach and anxious to help! We provide instant technical support to all of our customers 24x7x365 … and never with any additional charges. Even if we need to visit your business in person, all our services are included under our simple flat-fee I.T. management solution.

Chat Support

We maintain a help desk fully staffed with a team of technical support engineers. With a couple clicks of your mouse, our team can be remotely controlling your computer to immediately begin troubleshooting and resolving an issue.

Phone Support

Sometimes it’s just easier to get on the phone and explain a problem. That’s why our support is always available over the phone. We will guide you through a simple process that will let our team of technicians remotely connect to your computer.

On-Site Support

Most problems are easily resolved in a few minutes remotely, but there are times when we may need to come to your office to help. Our I.T. support technicians are always close by and ready to assist. … and yes… it’s all included at no extra charge!

How Do We Do IT?

Our only limitation is that our computer support services are never provided to customers who haven’t signed up for our managed IT services. This is how we are able to respond quickly and efficiently every time a customer submits a support request. So, what do you think all of these I.T. technicians are doing while they are waiting patiently for our customers to call? That’s right… they’re working together to pro-actively monitor and improve your technology.

Ultimately, this is one of the ways we are able to minimize these emergencies and SIMPLIFY I.T.

Expert IT Support When You Need it

Located in the U.S., and staffed by over 100 knowledgeable and well-trained IT customer-care specialists, our IT Help Desk is ready and waiting to quickly address your needs.

Some Help Desk Statistics from Last Month

121

# of Help Desk Technicians

124

Average Caller Seconds on Hold

562

Average Calls per Weekday

439

Daily Chat Support Sessions

Whether it’s a device, a software issue, or a problem with your network, our team will stick with you until a solution is found. From the moment your call is answered, you’ll know you’ve got the right person on the line and that you’re our top priority. So go ahead… Put your frustrations on hold.. and bring your technical problems to us!

Live Support, 24/7

Work late? Work early? Work weekends? It doesn’t matter. Anytime you run into a problem with your technical equipment, you can give our team a call.

More Experience for Swifter Issue Resolution

Our Help Desk is staffed by seasoned technicians with a minimum of two years’ experience resolving application, desktop and network-level issues. When you call, you can count on receiving reliable top-tier support.

Microsoft Office Expertise

Our Help Desk technicians are certified Microsoft Office professionals and fully qualified to deliver expert support for Word, Excel, PowerPoint and Outlook.

Customer Recognition

Each time one of your users calls the Help Desk, our technician automatically sees your unique customer profile so we can move more quickly to correct your problems.

Our Help Desk supports popular applications for:

Desktop Publishing
Graphics
Office Productivity Suites
Browsers
Email
Anti-Virus
Word Processing
Database
Domains
PC and Network
Desktop Operating Systems
Wireless Device

Other support includes:

PC and network troubleshooting
Printer Installation & Support
Thin Clients & Virtual Desktops
Mobile Phones & Tablets
Handheld device configuration
Popular applications for business
Administrative tasks
Software installations
Virus/spyware removal
File/folder restores

Even the little things…

Resetting passwords
Unlocking accounts
Creating user accounts and groups
Setting file and folder permissions

Meet some members of our Help Desk team

I am CompTIA A+, Network+ and Security+ certified, and I love working with all things technical. I love facing new challenges in the IT world and look forward to troubleshooting anything I can get my hands on.

Eric Certified IT Expert CompTIA, A+, Security+, Network+ September 3, 2015

My interest in technology began at a young age when I received a used computer for Christmas at the age of 10. Growing up with a mechanic father, I always had an interest in how things work. All of the jobs I have had in my life revolved around customer service. I’m a self-proclaimed people person! For me, there is no better feeling than helping someone fix their problem. I’ve combined all of these things into an enjoyable career.

Kristi A.A.S. - Computer Information Systems Network and PC Specialist September 3, 2015

I started working on computers at the age of 8. Ever since then, technology has been the cornerstone of my life. I have experience in everything from creating VMware farms to setting up Outlook! In my experience I have learned if you do not know how something works or if you have never seen it before, go home and build it! In my downtime I run game servers out of my office to people around the world. It’s pretty rewarding seeing people from all around the world be able to connect to a server that is sitting next to me!”

Artie A.S. CCAC, BS in Information Technology ACE, HDI SDTL, Mac Integration 10.10 September 3, 2015

I’ve been working in the telecommunication and IT fields since 2005, including data/phone infrastructure installations and implementations, desktop and server administration and support. I have been an IT enthusiast since my teens, dabbling in vintage hardware and operating systems, with a specific interest in the UNIX family. Fun Fact: I built my own Sun SparcStation 5 workstation, cobbled together from purchases on eBay.

David BA in Psychology, Certified I.T. Expert, Outlook 2003/2007 Mac Integration 10.8, Microsoft Certified I.T. Prof. for Windows 7 September 3, 2015

I have 2 years of experience in a data center environment dealing mainly with hardware, Linux being the majority of the operating systems, along with high-end RAID machines for resellers and collocation setup / configuration.

Corey A.S. - Applied Sciences, Computer Information Technology Certified I.T. Expert, Network+ September 3, 2015

I ran a computer lab for six years at my previous job. Working with the IT admin sparked my interest in the IT field. I am a customer-oriented person. I do my best to be sure that the people I work with have the best experience possible.

Shawna Computer Networking / Certified I.T. Expert CompTIA A+ September 3, 2015

Everyone wants fast, expert answers when unexpected problems come up.

We’re ready, able and eager to give you the technical assistance you need.

Help Desk Training & Quality Assurance

Each Help Desk team member starts with a rigorous training program, during which they’re trained on how to most efficiently isolate and remedy issues faced by end-users. New hires are trained not only on systems they will use, but also on the various systems that end-users and MSPs will use.

Every Help Desk employee is expected to meet specific requirements outlined by the robust training program before they are ready to service any clients. Additionally, consistency is measured through ongoing Quality Assurance evaluations, in order to ensure that the team member is fully prepared to meet all of your needs.
An ongoing training program is also in place to ensure that both new and existing members of the Help Desk are consistently meeting a baseline of excellence. As technology advances, ongoing training for Help Desk technicians allows all staff to stay ahead of the curve. By setting standards for performance and customer service, we can ensure a consistent skill level and constant growth in technicians’ abilities.

Ensuring Consistency

Our quality assurance program promotes consistent service that meets a high standard. All calls and ticket notations are recorded, to ensure that all team members are consistently meeting requirements. This also ensures that all technicians are accurately displaying the reverence we have for each caller.

The QA process is designed to identify strengths as well as areas of improvement. The identification of service improvements leads to ongoing training to ensure that all team members meet the needs of our clients. Ongoing concerns are addressed by managing and understanding discrepancies or risks and their origin – and performing additional training as necessary.

Knowledgebase Management

There is a constant need for accurate documentation to be available at our fingertips. Knowledge Management requires a team-based approach to ensure the knowledge on the Help Desk is shared, available, and regularly reviewed to provide the best customer experience.

The primary function of the Knowledge Management process is to capture and reuse knowledge and information. Knowledge Capture occurs through experiences while working on an issue, and knowledge can be increased by identifying and filling informational gaps. When lapses in knowledge are found, it is the role of Knowledge Management to create new knowledge and make it available for use.

Workforce Management

The primary function of Workforce Management is to use the most up-to-date technology to ensure consistent availability of resources to all Help Desk clients. The WFM team forecast call volume using historical data, and in turn appropriately staff the Help Desk for maximum availability. Planning ahead for changes or disruptions allows the Help Desk to align priorities and objectives with the long-term business strategies of our customers.