Always Open Help DeskSM
Our Always Open Help Desk is at the heart of the Net Fusion managed services offering. “Always Open” means just that: we’re here and ready to help. It means that alerts from our monitoring
system are seen and handled 24x7x365. When you call our help desk, you’ll be connected to a full time employee of Net Fusion who is knowledgeable of your systems—not a disinterested
individual at a call center or a contract employee offshore.
Our help desk is the central point of contact for managed customers. It can be accessed over the phone or via an easy-to-use online portal that allows support tickets to be tracked in
real time. The help desk is the first line of defense for monitoring issues, fixing trouble tickets, and performing proactive maintenance. Our senior consulting teams work closely with
the help desk to provide guidance and an escalation path.
Capitalize on our Investment
A 24x7 help desk is not trivial to implement, even for a larger business. A robust help desk requires people, IT systems, and processes that take time, money, and experience to implement.
The Characteristics of an Enterprise Help Desk
- Round-the-clock, redundant staffing
- Well-defined processes
- IT systems to manage workload
- Strict Service Level Agreement (SLA)
- Escalation path for difficult/critical issues
- Network Operations Center (NOC) in a secure, reliable location
Net Fusion can craft a help desk package that is tailored to your needs, allowing you to recognize all of the benefits at a fraction of the cost.