The Help Desk Team

 

  • To start off, we provide our clients with a dedicated team of 2 to 4 (Tier 2) technicians. all of technicians are based in the US and Canada.

  • We are staffed 24x7x365, and your team is made available to you whenever you need them. Evenings, weekends, 24x7.

  • Our technicians (mentors as we call them) on average hold about 13 certifications, and have been with us for an average technical experience and customer support over 10 years. 

  • Each mentor is put on a learning track each year and incentivized to continually upgrade and extend their certifications.

  • We are big believers in formalized training in addition to scenario driven training delivered by our Quality and Supervisory teams.

Support Technology

  • We offer live phone, chat, email and ticket assigned (including alerts) support options for your clients. 

  • Our NOC is also able to monitor our clients entire network, and customize our operating procedures based on your needs.

  • Our goal is to completely solve users IT issues as soon as we possibly can.

Quality Assurance and Security

  • Every interaction is recorded - whether it is a phone, chat or remote screen share.

  • Everything is stored within our suppliers SOC2 compliant data centers. 

  • We have dedicated Quality Assurance and Security officers responsible for evaluating all aspects of the quality of service provided by Cloud Vision technical staff to our end users base.

  • We can leverage satisfaction surveys (or work with what you are currently doing) and have well defined proactive interaction reviews.

Key Facts

 

  • Fully North American Support model offering both Help Desk and NOC Services.

  • Completely vendor agnostic (we use whatever tools you need us to and support all major Channel technologies)

  • Lowest escalation in the industry – 85% first-call remediation in the last 5 years. 94% last year with over 500K incidents generated by our MSP user-base.

  • Average 7.5 year tenure and minimum of 13 certifications per mentor / technician.

  • Existing extensive knowledge base on all known issues (case based reasoning).

  • Deep onboarding documentation necessary to ensure all aspects of client environment is captured.

  • Dedicated onboarding support resource to make a smooth and less convoluted transition to GMS Live Expert.

  • Client access to IT Glue Documentation repository with the full use of "GlueConnect".

  • Defined Service Level Agreement. 80% of calls answered under 90 seconds. Live Chat (avg answer time of 8-10 seconds), branded with your company name and logo.

  • Full native integration with Autotask, Connectwise, Zendesk, Salesforce and BMS Ticketing Systems.

  • Dedicated Partner Development and Customer Success team who oversee all aspects of your account including ticket handling and quality.

Phone

Location

844-921-3412

3600 Route 66, Suite 150

Neptune, New Jersey, 07753

United States of America