Exceptional User Experience Happens by Design
Our clients agree that customer satisfaction and user happiness drive our success. This is why our Service Desk, the customer experience comes first. This means no hold times, no voicemails, proactive communications, and a friendly, human-centric service. We’re more than a help desk or outsourced IT support for the Washington DC region and beyond – we’re a multidimensional Service Desk driven to build relationships. Exceptional user experience happens by design.
User Support for the Modern Workplace
The Modern Workplace is powered by new applications and cloud services. Mobility, productivity and collaboration is the new norm. New products and services are released at a rapid pace. Ensuring that your employees have the help and guidance that they need to properly use these new tools is critical. User support for the Modern Workplace means that our staff is continuously trained to provide IT support services for your local DC area, regional or national team from anywhere at any time.
Training and Adoption Management
Learn anytime, anywhere. Empower employees to experience new technology with on-demand interactive training. As an IT Managed Services Provider for DC, VA and MD, our Training and Adoption Management platform is fully integrated with Microsoft 365 providing simplified access. Your team can learn when they want and from any device. Whether you want to look up how to create pivot tables in Excel, or whether you are rolling out a fully customized training curriculum for Microsoft Teams, we make it easy for your employees to be job ready with the technology that you invested in.
Our Service Desk manages the computers assigned to your employees. This includes troubleshooting and fixing hardware on Macs and PCs, and on both laptops and desktops. We work directly with vendors to initiate returns and warranty replacements for your hardware. We also manage the hardware life-cycle for you. We track your assets and create reports to help you plan hardware refresh programs. We also have a web-based purchasing portal so you can easily review, approve and pay for equipment purchases online.
We recognize your time is valuable. Sourcing and managing the performance of technology vendors can be time-consuming. This is why we manage your Internet Service Provider (ISP), phone vendor, or software providers, We will liaise with them to resolve outages, troubleshoot incidents, control costs, strengthen service, and drive vendor excellence.
Dedicated Account Managers
We know that service management is important to you. It’s important to us as well. This is why we assign a dedicated Account Manager for each client. Unlike sales representatives, whose primary role is to sell to customers, our Account Managers are responsible for all aspects of a customer’s satisfaction level. They meet with clients biweekly to discuss quality of service, review service reports, and coordinate strategic technology improvement plans.