Our engineers keep your IT healthy and running smoothly for optimal competitiveness, maximum efficiency, and the best employee experience.
When IT issues arise, NexusTek Managed Help Desk offers real-time support to get your employees back on track and working productively. Whether it’s a forgotten password, trouble accessing the shared drive, or something more serious, IT issues decrease productivity, frustrate your employees, and even impact the quality of service you provide to customers. Be the best possible version of your business with our highly qualified engineers on your side.
NexusTek’s Managed Help Desk delivers impactful solutions to optimize your business operations.
Benefits:
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:
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.
Businesses that utilize managed help desk services can outsource their employees’ tier 1, 2, and 3 IT support requests to their managed IT support services provider. When employees need support, they contact the managed help desk services provider through a ticketing system, using phone or email. The IT help desk service engineer then talks with the employee to learn more about the IT issues they are observing. Based on the nature of the technical issues, the help desk service engineer then provides step-by-step instructions as appropriate to resolve the problem.
Yes, our help desk services are offered around the clock, even on weekends and holidays. We recognize that businesses often need to maintain 24/7 work shifts to remain competitive in an “always on” economy, and our help desk service engineers will be there to answer if your employees run into IT problems at any time of day, night, or morning, any day of the week. We know that IT problems can crop up any time, and if your employees need help on a Saturday night or in the wee hours of a random Tuesday, we’ll be there for them. Note that 24/7 service and weekend service are optional upgrades, and that after-hours service without an upgraded service plan will be subject to T&M.
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.
NexusTek’s help desk services are provided on a remote basis, via phone or email. With today’s technology, where an engineer can remotely access an employee’s devices, the majority of IT service tickets can be resolved remotely. However, having on-site engineer presence also has its advantages, and to address this need, we may offer in-person engineer support through our managed IT services plans, depending on your location. In addition to onsite emergency response, we also offer a dedicated engineer service for customers seeking a highly personalized service experience. Any managed IT plan can also include help desk services, providing your employees with the full spectrum of technical support.
NexusTek does provide assistance with patches and updates, but not as a part of our IT help desk services. Our IT help desk services are specifically focused on providing as-needed support to employees to navigate IT issues that are keeping them from completing their work tasks. Our aim is to keep our help desk services streamlined and focused to meet the needs of businesses in a cost-effective manner. However, for businesses that are seeking more comprehensive IT support, we offer a standalone patch management service that ensures that your operating systems, applications, and other software are up to date and secure. We also offer patch and update management through any of our managed IT plans.