Service Desk

We, at service desk go beyond traditional help desk experience with manual processes by implementing comprehensive process automation tools in addition to the dedicated help desk staff.

Find answers from our world-class team- anytime, anywhere

ISSQUARED’s IT service desk provides a unified platform to deliver an easy and efficient way to address the customer needs, ensuring best-practice approaches for modern user experience. We provide comprehensive support for diverse management services including incident, request, knowledge and problem management, ensuring customer engagement, adoption and satisfaction across the entire service delivery.

With our service desk, you can free up from the burden of technical support services and become customer-centric rather service-centric. At the same time, you can ensure a pleasant, agile help desk experience to your customers or employees, allowing them to get quick and easy solution to their issues. In addition, our support services can deliver you from complex trouble ticketing system, capital investments, infrastructure requirements and staff retention issues associated with ITSM.

Service Desk Options

We offer shared customer service desks as well as dedicated service desk services depending on what suits your requirements the best. Our Help Desk is also integrated with NOC/SOC services which implies that you can expect the best in terms of technical support and escalation support. We can also offer variations like Weekend only service desk, Night Shift only service desk and Off-Business hours only service desk.

Resource Profiles

With 24×7 personal attention from Tier 1, Tier 2 engineers, ISSQUARED service desk can deal with any problem situation of any complexity, any time. Our highly experienced, certified professionals make use of best of breed ITSM tools and processes in order to quickly and effectively identify, analyze, diagnose and resolve issues. All our resources are vetted against rigorous background verification processes and our delivery facilities are biometrically secured and ISO 27001:2013 as well as ISO 20000:2013 certified.

Technology Platform

Our service desk platform is hosted in Las Vegas, NV with an integrated Infrastructure DR capability in Thousand Oaks, CA. It leverages the latest in virtualization technologies as well as VoIP/IP Telephony systems to provide you with best of call quality albeit at an attractive cost.

SLAs & Compliance

We prioritize issues or problems with stricter response, resolution and issue-based SLA policies to automate monitoring processes for identifying and reporting on potential issues or problems in adherence to compliance objectives.

Our service desk solutions put every effort to minimize resolution times and reduce business costs and risk.

Service Desk Feature Set

Guaranteed SLA’s

Technical breadth and depth of resources

Globally compatible resources

Integrated with Level 3 Resources and NOC/SOC support teams

High First Call Resolve (FCR) rate and <40 second hold times

Customer/client self-service portal to keep track of tickets and request any assistance

Private label service, where requested

Custom combination of help desk services including on-site, dispatched and remote

Strive to exceed customer and client expectations on every call

Support for a variety of computing devices, including desktops, laptops, MAC’s, MS exchange, servers, VoIP sets and mobile devices

Support for multi time-zone environments, including international operations.

Multi-platform support, including operating systems, hardware and software

Use of ITIL-based toolsets and processes for incident and problem management

New machine setups and induction if needed

Focus on KEDB creation and maintenance with a metric on how often the KEDB is used to resolve issues

Escalation Support for integrated IT Infrastructure Support teams (NOC/SOC)

HIPAA & PCI Compliant

Change management and Configuration management support

Ability to provide Asset management services across hardware and software components

Ability to manage thousands of devices located in different places by establishing multiple clouds and carriers

Ticket management and vendor liaison for third party and carrier issues

Advanced trouble ticketing platform for Incident and Problem management services

Comprehensive, customized monthly reports detailing key SLA metrics and 24×7 Help Desk response times

Blogs

ISSQUARED Acquires Starnet Data Design

Newbury Park, California-headquartered ISSQUARED®, Inc. Acquires Starnet Data Design, Inc., and Expands Networking, Security and Services offerings

ISSQ Acquires Network Computing Architects Inc. (NCA)

ISSQUARED Inc., a global provider of Information Technology (IT) security, hybrid cloud infrastructure, networking and software solutions, today announced the completion of its acquisition of Network Computing Architects, Inc. (NCA).

Let’s Talk about SD-WAN for Critical Network Redundancy

Enterprises have long relied on major carriers to maintain and optimize data networks spanning long distances. These traditional Wide Area Networks (WANs) have met most needs in the past, but are not ideal for today’s cloud-driven SaaS software landscape.

We Are With You Every Step of the Way

Our engineers and consultants will setup, monitor, and maintain the software with aggressive SLAs and guarantee fundamental access never fails. We will even strategically align future software integration with our own software provision, our priority furnishing a secure system with effortless controls.