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Help Desk
Help Desk is an essential part of business operations to minimize down time for employees.
Nova Networks understands the importance of your infrastructure's availability, prompt problem
resolution, courteous and professional customer service to ensure that your staff's time-on-task
and focus is optimized.
Nova Networks has a full suite of Help Desk services that we can customize to best suit
your organization's requirements, from off-loading technical calls, escalation, and problem
management tracking to name a few.
Nova Networks Help Desk services include:
- Pre-qualified and Certified phone support staff
- Guaranteed 80% First-Call Resolution
- Call reports
- Local or 1-800 number support
- Skills-based Routing
- Flexible support hours
- Remote Monitoring and Problem Management (VPN)
- Problem Management Tracking
- Web-based Ticketing
- Escalation Procedures and Follow-up
- Analysis and Reporting
- Highly skilled Technical Staff
Nova Networks Help Desk services can assist in resolving your following organizational
stresses:
- Spare Parts Replacement, to optimize the life cycle of your Laptops, Desktops & Servers
- Warranty Repair and Downtime, Nova Networks can provide you with loaners
- Immediate problem diagnosis and dispatch to ensure that your emergencies are addressed and resolved with minimal amount of downtime
- Scheduled Maintenance to alleviate the sometimes confusing patch management system to ensure that your network is current and secure
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