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ExterNetworks
Managed IT Help Desk Services
Managed IT help desk services serve as an external extension of a company’s internal IT support, offering a dedicated professional team to address technology-related questions and issues. Unlike traditional in-house help desks, which require resources and personnel to maintain, managed help desk services are delivered by third-party providers like ExterNetworks. This model alleviates the burden on internal IT teams and ensures that expert support is available around the clock. By outsourcing their help desk functions, companies can leverage specialized knowledge and a more comprehensive range of tools without the overhead costs of managing a full-time staff. This strategic approach includes robust root cause analysis and advanced troubleshooting to address issues effectively.
Outsourcing IT help desk services is a strategic decision that can significantly enhance an organization’s operational efficiency by establishing a strong foundation for proactive maintenance plans. By delegating Tier 1 and Tier 2 support responsibilities to specialized providers, internal IT teams can refocus their efforts away from routine troubleshooting and reactive support issues. Instead, they are empowered to develop strategic initiatives that align with business goals and enhance employee productivity. This shift alleviates the burden of day-to-day IT management and paves the way for more incredible innovation within the team, allowing them to tackle more complex projects that align with long-term business objectives.
What We offer
Our Managed IT Help Desk Services Offerings
ExterNetworks Managed IT Help Desk Services offers a comprehensive solution for businesses seeking to optimize their IT support. Our service provides customizable models to meet each client's unique needs.
24/7 IT Help Desk Support
We provide round-the-clock support, ensuring your business operates smoothly without interruptions. Whether during regular business hours or late at night, our expert team is always available to resolve technical issues and enhance customer experience.
Proactive Monitoring and Issue Resolution
Our proactive approach identifies potential issues before they impact your business. By continuously monitoring your systems, we can address connectivity issues and equipment malfunctions before they cause downtime or affect performance. We also employ advanced troubleshooting techniques to resolve issues efficiently.
Multi-Channel Support (Phone, Email, Chat)
We offer support through multiple channels, making it easy for your team to get help in the most convenient way possible. We're ready to assist whether they prefer phone calls, emails, or instant messaging. Our diverse communication channels ensure that your team receives timely assistance.
Tier 1 & Tier 2 IT Support
Our structured approach allows us to efficiently manage a wide range of inquiries by routing them appropriately based on complexity.
Customizable Service Level Agreements (SLAs)
We tailor our service agreements to meet your business’s specific needs. Whether you require rapid response times, specialized support, or regular service level reports, we create SLAs that ensure our services align with your expectations.
Ticketing System and Issue Tracking
Our advanced ticketing system ensures that every issue is tracked and managed efficiently. Clients can track the status of their support requests, ensuring transparency and accountability at every step.
Remote and Onsite Support
Whether your team works remotely, in the office, or a hybrid setup, we provide support to ensure seamless operations. When needed, our experts can also be onsite to handle complex issues, including remote troubleshooting. We ensure that our desk technicians are well-equipped to manage critical IT services.
IT Asset Management
We help you manage your IT inventory, including hardware and software assets. Our service ensures that all your technology investments are optimized and that you have a clear view of your resources. Effective asset management also includes regular updates to address security risks.
Expert Support Team
Our Help Desk team consists of certified professionals with expertise in various IT areas. From troubleshooting software problems to managing network issues, we have the knowledge to solve your challenges quickly and effectively. Our team is trained to handle both mobile devices and complex IT infrastructure.
Scalable Solutions
As your business grows, our services scale with you. Whether you’re a small business with a few employees or an enterprise with a large workforce, our managed IT Help Desk services are designed to adapt to your evolving needs.
Our customizable models enable clients to make strategic decisions about their IT help desk outsourcing services, whether internal or outsourced. We work closely with clients to understand their business processes, growth initiatives, and technology requirements to deliver personalized helpdesk solutions that cater to their unique needs. With ExterNetworks' comprehensive managed IT help desk support solutions, organizations gain not just an extension of their capabilities but also a vital partner in achieving seamless IT operations.
Getting Started
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Better Services
How are Our IT Help Desk Services Better?
Comprehensive Service Desk and Remote Support
Our IT Help Desk offers an array of advantages through advanced and comprehensive service delivery. Leverage our efficient remote support services from cutting-edge facilities that provide exceptional incident management. We deliver superior user satisfaction at significantly lower costs compared to site-level support. Most service requests are resolved in a single phone call; however, when more complex solutions are needed, our seamless escalation process ensures rapid response, with your case immediately directed to a Level 2 technician for faster, in-depth resolution.
Our Service Desk agents are highly skilled professionals with the expertise and experience to address a wide range of IT-related issues. Backed by an extensive knowledge base, continuous training, and state-of-the-art tools, our team can resolve technology challenges swiftly and efficiently. We also provide support for off-the-shelf software, common IT devices, and even custom applications, using tailored scripts and information you provide.
Clients can access our toll-free Help Desk support 24/7, connecting directly with a trained expert ready to assist. From resource identification and software troubleshooting to system checks, our global teams quickly assess your service request, initiating efficient incident and problem management through a proven, cost-effective approach.
Outsource IT Help Desk
Is it Time to Outsource Your IT Help Desk Services?
The demand for efficient customer support has surged significantly, leading many Managed Service Providers (MSPs) to reevaluate their operational strategies. One of the primary reasons to consider outsourcing your help desk is the overwhelming volume of customer support tickets that can easily surpass the capacity of an internal team. When ticket numbers rise beyond what your technicians can reasonably handle, it not only hampers productivity but also raises the risk of missing critical tasks and crucial management opportunities. An overwhelmed internal team can struggle to maintain high service levels or desk performance, resulting in frustrated customers and potentially damaging your reputation.
Several key indicators suggest that it may be time to outsource help desk operations. A noticeable backlog of support tickets is one such sign; this indicates that your existing resources are inadequate for meeting current demands. Additionally, rising expenses associated with maintaining in-house agents and IT support can place a strain on budgets without directly correlating to an increase in service quality. By outsourcing these operations, MSPs can streamline costs while ensuring that customers receive timely assistance from specialized teams who are equipped to handle a diverse array of inquiries effectively. This strategic shift not only alleviates pressure on internal resources but also enhances overall customer satisfaction by providing them with the prompt support they need.
What to Expect
What to Expect from a Managed IT Help Desk Service Provider?
Businesses can expect a Managed Help Desk Service Provider to deliver a suite of benefits designed to enhance operational efficiency and support. These providers offer 24/7 technical support, ensuring uninterrupted service and swift resolution of IT issues. They leverage advanced tools and technologies to proactively monitor and manage IT infrastructure, minimizing downtime and optimizing system performance. Additionally, Managed Help Desk Services include scalable solutions that align with business growth, comprehensive reporting and analytics for informed decision-making, and a focus on aligning IT support with strategic business goals. This results in improved productivity, reduced IT costs, and a more agile IT environment that supports the evolving needs of the business.
Why Choose Us
Why Choose ExterNetworks?
At ExterNetworks, we understand that the backbone of a successful business lies in its ability to maintain efficient operations, and our 24/7 IT help desk support services are designed with this principle in mind. We offer unparalleled customer service that ensures issues are resolved quickly and efficiently, minimizing downtime for your organization. Our dedicated team of IT professionals is trained to handle a wide range of technical issues, allowing end-users to focus on their core responsibilities without being bogged down by everyday tech challenges. With lightning-fast resolution times, we address immediate concerns and implement preventative measures to enhance overall system performance.
By choosing ExterNetworks for your IT help desk needs, you gain access to stress-free services tailored to boost employee productivity and improve user satisfaction across all levels of your organization. Our proactive approach means anticipating common issues and creating streamlined processes that facilitate swift resolutions. This level of responsiveness fosters a positive experience for end-users while saving your team valuable time and resources. Ultimately, our commitment to providing reliable and effective help desk solutions empowers businesses like yours to thrive in an increasingly competitive landscape while ensuring your IT needs are met around the clock.
Service Level Agreements (SLAs)
We offer automated support for Incident, Problem, Change, and Configuration management, ensuring strict adherence to your Service Level Agreements (SLAs).
500+ NOC-Certified Engineer
With a talent pool exceeding 500+ NOC-certified engineers, we diligently monitor and maintain network devices, enterprise servers, databases, and applications to uphold optimal performance.
Reducing Anomalies
Our focus on reducing anomalies in infrastructure health, security, and capacity guarantees the highest level of network performance.
Comprehensive Support
Our web-based service desk aligns seamlessly with ITIL® v3 best practices, providing comprehensive support.
User Management
We drive enhanced employee productivity and efficiency through strategic partnerships with our user management services.
Enterprise-Class Support
We leverage Enterprise-class support tools and an extensive employee knowledge base for swift and efficient troubleshooting and root-cause analysis.
Innovate Together:
Your Network, Our Expertise
Elevate Your Business with Our Managed IT Help Desk Services in New Jersey (NJ)
Introducing our comprehensive Managed IT Help Desk Services, where expertise and responsiveness converge to enhance your business operations. Our skilled support team is dedicated to streamlining IT management through prompt issue resolution, continuous system monitoring, and proactive troubleshooting. We ensure minimal downtime, improved productivity, and seamless workflows while aligning our services with your specific business goals. Focus on driving growth while we handle your IT challenges precisely and carefully. Experience the power of seamless support—let’s pave the way to your business success together.
About Us
About ExterNetworks
ExterNetworks is a premier single-source provider of comprehensive technology solutions with over 15 years of specialized proficiency in Managed Technology Services, Application Development Services, and Technology Staffing Services. Our commitment lies in being a seamless extension of any organization's IT framework, ensuring their technology needs are not just met but surpassed. We offer a complete IT Outsourcing Package encompassing IT Talent Management, IT Management, and Application Development, aimed at not only enhancing operational efficiencies but also elevating business competitiveness for sustainable growth.
Since our inception in 2001, our trajectory has been one of continuous growth and innovation. Today, we stand as a beacon of reliability, offering a singular point of contact for end-to-end technology solutions to tackle any IT challenge. Our robust platform is designed to comprehensively address the diverse needs of companies across various sectors, including education, government, hospitality, finance, cloud innovation, and beyond.
At ExterNetworks, we understand that every client is unique. That's why we take pride in maintaining a diverse customer portfolio, serving a wide range of industries with tailored solutions that empower growth and success. Trust us to be your partner in navigating the ever-evolving landscape of technology, propelling your business towards new heights of achievement.
Our Certifications
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Ready to Experience Unparalleled IT Support?
Contact us now to learn more about our 24/7 IT Help Desk Services and see how we can help keep your business running smoothly.
Frequently Asked Questions
A managed help desk service is outsourced to a third-party provider that handles technical support on behalf of a business. It typically operates 24/7, providing user support, troubleshooting, and issue resolution. The provider manages help desk operations, including ticket management, reporting, and performance tracking, allowing businesses to focus on core operations.
The key differences between a help desk and a service desk are:
Help Desk: Focuses on resolving immediate technical issues (break-fix), offering reactive support to end-users. It's more tactical, aiming to resolve IT problems quickly.
Service Desk: Provides a broader scope of services, focusing on overall IT service management (ITSM). It handles incidents, service requests, and supports IT-business alignment, offering both reactive and proactive solutions.
Level 1 IT support is the most basic level of technical support and typically handles issues that can be easily solved in a matter of minutes or hours. These include simple help desk inquiries, such as password resets, helping users find their way around unfamiliar applications, and basic hardware performance issues. They are also skilled at quickly identifying if the problem lies with networking or software.
Level 2 IT support are more complex issues that require more time and effort to investigate and come up with an appropriate resolution. They are called upon when level 1 support cannot solve an issue due to its complexity and often times these troubleshooting processes need to move beyond the typical user-oriented tasks. They also may require specialized knowledge or utilize tools not normally accessible to level 1 staff. These often require in-depth root cause analysis of log files, examining system configurations and making changes to certain settings within the network environment where appropriate solutions can be found.
The price varies depending on how long you need the assistance and what type of solution you choose. Contact one of our representatives today to learn about pricing/flexible plans!
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