Managed IT Services Managed Help Desk Services

Our help desk engineers are all NexusTek employees—not contractors—who provide technical support from locations within the United States. Our commitment to quality customer service is central to our core values, which we instill in our employees at all levels. Because we aim to make every contact with customers a positive experience, we wouldn’t rely on outsourced engineers for our help desk services. Your satisfaction is far too important to us.

NexusTek’s IT help desk services are available to resolve your employees’ technology issues 24 hours a day, 7 days a week, 365 days a year. Across the whole array of tier 1, 2, and 3 technical support needs, NexusTek’s help desk service engineers are available with the solutions your employees need to stay on task and productive. Whether your employees are facing printing problems, viruses, connectivity issues, problems synchronizing with mobile devices, or difficulty navigating applications, NexusTek’s IT experts can help.

Yes, absolutely. Many businesses that employ an in-house IT team need supplemental support to stay on top of employee support tickets. Our white label help desk service gives your IT team the extra help it needs, offering a seamless experience to employees needing support. With the extra help desk support there when you need it, your IT team can focus on strategic initiatives without frequent interruptions.

NexusTek’s Managed Help Desk engineers have the training and experience to assist your employees to resolve a wide range of IT needs, from basic problems to more complex and challenging IT issues. Our engineers commonly handle issues like:

• I forgot my password
• The printer won’t print
• My computer is running slow
• I can’t access the shared drive
• I need to synchronize my mobile device with Microsoft Outlook
• I can’t connect to my company’s Wi-Fi

The difference between the tiers of technical support is one of difficulty. IT issues are classified as tier 1 issues when they are basic and easily solved. On the other hand, tier 2 and 3 issues are more complex and require a higher level of analysis and troubleshooting to resolve. For example, common tier 1 support issues that our help desk service engineers assist with are password resets and assisting users to find their way around an unfamiliar application. IT issues that require in-depth troubleshooting and backend analysis will fall into tier 2, while issues that require escalation to advanced technicians or vendors are classified as tier 3. This description is meant to provide a general overview of the tier classification system; for more specific information on IT issues by tier, consult a NexusTek IT consultant.

Yes, we do offer desktop technical support. In some cases, a more intensive approach is required to resolve technology issues that employees encounter. When verbal instructions from the IT help desk are not sufficient to address an IT issue, the help desk service engineer may need to establish a remote connection with the employee’s device. For example, when parts of the IT system stop functioning, aren’t communicating properly, or behave in a problematic way, you may need an experienced IT professional to intervene personally in order to re-establish proper functionality.

With NexusTek’s IT help desk services, our experienced engineers can provide verbal coaching to resolve technology issues as well as direct intervention via remote connection when necessary. We recognize that there are countless technical issues that can arise that throw a wrench in your employees’ workdays. Our help desk service engineers are ready at any time to respond as needed to keep your IT systems running smoothly, so that you can minimize costly downtime.