Protect Your Vital Documents
Ignition has offices and employees in Atlanta, Bermuda, Cayman and Halifax.
With data centers in Halifax and Curacao, Ignition services businesses and governmental organizations throughout the Caribbean, in the southeast US, and in Nova Scotia. Ignition is a nearshore, and an onshore, outsourcer of information technology services and infrastructure. All of Ignition's clients, locations and personnel are within one hour (plus or minus) of the eastern time zone.
HelpDesk+ Details
Situation
IT Managers are being asked to do more with less. By most accounts, service desk resources are being frozen or scaled back at the same time that demands are escalating. Choosing whether to perform help desk tasks in-house or to outsource them is a decision that affects an organization beyond the immediate cost of the service. The level and quality of assistance offered by the help desk determines how well IT systems are applied and how effectively investment in them is recovered. Failure to provide adequate help desk coverage can result in long-term decreases in user productivity. The help desk influences user perception of the IT department. Outsourcing decisions should be made carefully to assure the quality of the care your business users will receive.
“I had the pleasure of using your Help Desk services twice this morning. In each case, the problem was resolved quickly. I was particularly impressed by your technicians’ politeness and patience. I am not a very knowledgeable computer user, and they made the procedures easy and fun for me. Of course, a successful resolution is always uplifting!”
Debbie Reiss, Bermuda Recruit
Solution
Associated risks are important to consider when evaluating potential help desk providers. Risks include location, stability of the country’s government, the supporting infrastructure, local weather, time zones, language, travel time for on-site visits and cultural background. All of these can play a role in the true cost of an outsourced help desk solution.
Ignition’s HelpDesk+ deploys help desk best practices in a nearshore (Halifax, Nova Scotia) location. HelpDesk+ is a 24/365 comprehensive IT support service. Users get friendly, personalized response from our call centre personnel. All inbound calls are answered within 15 seconds by a real person.
HelpDesk+ personnel are trained on all the major vendor technologies, and the client systems they support. Ignition can provide proactive and secure remote management of all your applications, networks and systems. We can troubleshoot and fix issues with individual workstations immediately.
We track and report all activity online. All calls are monitored so status and resolution information is available in real time. All incoming calls are ticketed, date & time stamped when opened, date & time stamped when resolved, and the details recorded for quality control purposes. Detailed, easy to read management reports are created automatically so that you can track:
Choose any HelpDesk+ plan including full service 24-7 coverage, full service business hours coverage, nights and weekends coverage; or design a custom plan.
Benefits
HelpDesk+ call resolutions average 15 minutes. Productivity is maintained and enhanced as your knowledge workers have the use of the tools they need. Issues and problems are handled swiftly and competently, minimizing frustration and down time.
Online reporting of call status means that users are never in the dark and can make informed decisions regarding their activities. Management reports highlight issues and problems that may require attention, and they supply a convenient, reliable input for interdepartmental charge backs.
Our fixed price per user fees facilitate budgeting. You buy only the services you need. If and when you want to change your plan, you can do that without penalty. You can save on overhead by outsourcing for peak periods, thereby eliminating the need to hire permanent staff. No additional costs for employee benefits, overtime, etc.