Capabilities
IT Service Desk
Achieving consistent, high-quality IT support is difficult when your organization experiences fluctuating ticket volumes. Doing it all in-house is expensive, too — especially if you need help after-hours or on the weekends.
IT Service Desk from GuideIT offers expert IT support customized to fit your operational needs. Our specialists augment your in-house IT team and deliver consistent, effective support the moment you need it.
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Get Fast, Reliable IT Support in a Flexible Model
Whether you need IT help just during business hours, only on the nights and weekends, or 24/7, we’ve got you covered. And we do it for a fraction of what you’d pay an in-house team for that coverage — with none of the employee burnout.
Expand the quality and quantity of your IT support. With IT Service Desk from GuideIT, you:
- Increase first-call resolution — for less
Skip escalations to your Level 2 IT personnel with our live help and process automation. If Level 2 is needed, our experts pass on details to avoid duplication of labor, expedite resolution, and lower your total cost of resolution. - Pay only for what you need
We offer IT Service Desk in a range of support tiers to match your operational needs and budget. - Improvement that never stops
Our continual improvement methodology builds out your organization’s knowledge base to accelerate issue resolution, improve process automation, and boost the user experience. - Ensure scalability
Demand for IT support may spike for any number of reasons, such as a new project going live or an outage. In these peaks, you can rely on IT Service Desk to keep call and contact volume smooth for your internal staff to keep operations consistent and costs down. - Get omnichannel support
We provide your organization with continuous support via all channels, including email, web portal, phone, or chat. Your users can interact with us according to personal preference, including blended media.
Our Process
Here’s what you can expect when you choose GuideIT for IT Service Desk:
Kickoff and discovery
We meet with you to perform discovery exercises to learn about your environment and then map your deliverables into an overall project plan.
Setup and training
We establish an IT service management (ITSM) platform for ticket management, configure phone queues and chat channels, and create support knowledgebases. We also train our team in your customer support processes, and we validate ITSM and phone/chat functionality.
Go live
Once IT Service Desk is up and running for your organization, we monitor metrics and escalations and provide regular status reports.
FAQ
All agents are located in the U.S.
Yes, IT Service Desk is an extension of your in-house IT team. You can also white-label the service to match your internal IT processes and brand and provide a seamless experience for users.
Depending on your preferences, we can work in our ticketing system or yours. For the best continuity, we use our ticketing system, you use yours, and we build an integration to connect the two.
We have flexible SLAs that meet your requirements for performance and quality.
We give you access to dashboards so you can see performance in near real-time — including trends and issues — helping you make data-driven decisions.
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Improve IT Support While Controlling Costs
IT Service Desk from GuideIT helps you lower your total cost of resolution, better manage fluctuations in support needs, and scale for growth. With our IT experts just a call away, you experience less downtime and keep end-users productive.
Resolve tickets faster and with greater continuity and cost-effectiveness through GuideIT.