Help Desk

At Abtech, we define our Help Desk managed service as call-in hardware and software technical support. It is a reactive service where a customer calls in the incident, Abtech creates a trouble ticket, and an Abtech engineer helps the customer remotely either over the phone or logging into the desktop until the incident is resolved. Our Abtech managed service is both an integrated help desk and trouble ticketing system. Users and support personnel can interact in real time to report, diagnose, and resolve issues quickly. And, depending on the nature and severity of the call, an incident can be escalated to an onsite repair visit.

Help Desk is the most basic form of managed service. Abtech, as your Managed Service Provider (MSP), on average will have the engineer pick up the call within 30-45 seconds. The appointed engineer generates a trouble/incident tracking ticket for the call, and resolution is expected within 20 minutes or it is escalated to the next level of support. The escalation point can be to an Abtech "level 2 engineer", to the customer’s hardware and software vendor or to the customer’s own internal IT staff. The Abtech engineer serves as the liaison anytime an incident is escalated to another level, internal or external. This eliminates the customer having to repeat the problem again at each successive level. Having Abtech serve as the so-called first responder, is preferred by many customers so that their own internal IT staff can be freed of dealing with mundane or routine tasks, such as issues with MS Office Suite, Operating Systems, or resetting pass codes, etc.. Internal IT staff is free to focus on greater strategic IT problems. If an MSP can reduce help desk calls by 80%, then it frees up their more expensive and experienced resources to work on complicated IT problems.