We maintain a fully staffed Tier 1-3 Help Desk offering phone, email, and web-based support. Our Help desk services team includes certified customer service and support specialists, software trainers, IT specialists and engineers with diverse backgrounds required to provide the required support.
Akytech’s help and support services offer much more than a typical helpdesk. We offer customized IT help and service desk services for Federal Government agencies of all sizes that need a full- or part-time support desk, or customer service desk. Our helpdesk support is based on Information Technology Infrastructure Library (ITIL) service management principles. We have a proven track record of providing successful support as the first line of response to user issues, incident reports, and troubleshooting requests.
Our Tier 1 support includes the Help Desk manning to create/modify/delete user accounts and opening tickets in Remedy, assigning them to the appropriate technical resource.
Our Tier 2 helpdesk includes desktop support, wireless support for Blackberry and other devices, applications support, customer account support (account creation, deletions, and granting of file permissions), telecom support, systems administration, and security support.
At Tier 3, our helpdesk team resolves more complex problems with software applications and issues requiring specialized skills such as telecommunications cabling and fault testing; WAN, IP, and associated hardware issues; network connectivity, network and server addressing, and firewall and server configuration.
Our help desk support also includes (but is not limited to) various other administrative tasks such as:
- Recording and tracking incidents and complaints
- Keeping customers informed on request status and progress
- Assessing requests and attempting to resolve them or refer them to appropriate Tiers
- Monitoring and escalation procedures
- Identifying problems
- Closing incidents and confirmation with the customers
Regardless of the service desk functions needed, Akytech staffed with dedicated customer care representatives to provide round-the-clock support and accommodate specific needs of our client’s. We are highly regarded in the industry for providing professional and immediate support without the costly overheard.