24x7 Help Desk ServicesHelp Desk Services are available 24x7 and delivered from our offices located in the United States and Canada. Locally based staff ensures the private label Help Desk services create a seamless relationship between the support agents and your team. This includes the transparent escalation of an issue to your office, field engineers or the Cloud Services Depot NOC Services Team.
Cloud Services Depot focuses on delivering quality services to meet the needs of Managed Services Providers by utilizing proprietary systems and industry-recognized processes. Help Desk Services from Cloud Services Depot features:
- Hours of Support
The Cloud Services Depot Help Desk is available 24x7. Managed Services Providers may choose to use the Help Desk service all of the time, just after-hours or during weekends and holidays.
- Billing Models
The Cloud Services Depot Help Desk services are available on both a Per-User (or All-You-Can-Eat) and a Per-Minute basis. Managed Services Providers can register for a free account or watch our webinars about Help Desk Services.
- Support Types
Help Desk services from Cloud Services Depot provides end-user, Level-1 technical support for end-users, serving on behalf of Managed Services Providers (MSP), resellers (VAR) and vendors (ISV). End-users can request assistance via phone – all private-label for the service provider.
- Account Management
- A dedicated Cloud Services Depot Account Manager is assigned to each reseller. Account Managers are the primary contact person for all issues relating to the help desk services. Managed Services Providers also have access to the proprietary Help Desk Portal hosted by Cloud Services Depot.
Cloud Services Depot has combined advanced technologies and vast experience in call center management to meet the needs of Managed Services Providers. To be competitive with offshore help desk solutions, our North American help desk service uses a unique “call center” model it refers to as Call Clusters. This unique model has many proprietary components that include dynamic staffing, multi-tiered skill sets and advanced Automated Call Distribution systems. The system is connected through a network of VoIP and POTS based systems for voice along with Internet and virtual private circuits (VPC) for email and remote control.
Each Call Cluster is grouped in teams that support various skill levels. Support Agents are responsible for desktop support and System Engineers for server and infrastructure support. Support Agent teams are comprised of Microsoft Office Specialists (MOS), application specific specialists and a team lead. System Engineer teams are comprised of Microsoft Certified System Engineers, Microsoft Certified Administrators, Citrix Certified and Enterprise Administrators, Cisco, Wireless and other infrastructure engineers and a team lead. The number of agents and engineers on any given shift is based on Cloud Services Depot’s dynamic staffing model which varies staff based on time of day and day of the week.
Cloud Services Depot works for many certified IT professionals and technology resellers around the world to deliver Help Desk Services for end-users. This combination of talent, expertise and products gives Cloud Services Depot the ability to deliver complete end-to-end solutions while you focus on your core competency.