In-house Help Desk Support
We provide an in-house Help Desk for our clients. Our “white-glove service” is always completed by our engineers (MSG employees, never outsourced). This is a service we pride ourselves on as it complements all of the solutions we offer.
24 / 7 / 365 Support Coverage
Our ticketing system and in-house Help Desk is centralized to support all tickets (both onsite & remote tickets), provide 24x7x365 coverage, improve responsiveness and service levels, and ensure your company’s future growth is supported. Centralizing and tracking all incidents allows us to analyze the frequency and types of issues which helps our engineers and management uncover the root cause of the issues.
- Receive, document, and troubleshoot in-bound user tickets requests
- Create tickets as a foundation for issue-tracking and resolution
- Resolve issues through Vendor interaction and/or using remote support tools
- Identify appropriate solution point for hardware, software, and network issues
- Support end-user devices and software packages
- Manage administrator system accounts and passwords