Helpdesk Services

Focus on Business. We'll Handle IT.

Most of our customers don’t specialize in IT. They use technology to communicate, store data, improve process flows and even gain a competitive advantage. That’s why we’ve helped businesses leave IT support stress and the headaches of helpdesk support behind by engaging our onshore, outsourced experts.

Provide top-notch end-user support to your company by bringing in the c1advantage team to handle your inbound helpdesk support. Our easy tier system helps you determine which level of support makes sense for your needs. Imagine no longer making capex investments, ongoing IT trainings or additional resources. Our team is onshore, all US-based support that is backed by a fully redundant call-center environment.

Level 1

  • Workstation troubleshooting and triage
  • Support for Windows based desktops and supported applicatons
  • Support for custom/vertical applications if support documentation is provided
  • Desktop peripheral hardware: Printers, Keyboards, Monitors, Mouse, Barcode readers, etc.
  • Basic “How-to” questions
  • Escalations
  • Includes access to reporting portal
  • Output ticketing system – ex. Autotask
  • Connectivity, POS, OS, Remote Access, Peripherals, Spyware, Antivirus, After hours answering service

Level 2

  • Includes support of Level 1 features but extends the scope of support to include issues that require remote connection for resolution.
  • Server-based password resets
  • User add, moves, changes in Active Directory
  • User Administration of MS Exchange or hosted email applications
  • Supported applications as defined during onboarding process
  • Firewall troubleshooting
  • Server OS diagnostic and troubleshooting
  • OS troubleshooting, documentation and recommended changes/patches
  • Customized VIP support for key executives ensuring they have priority, and special handling
  • Backend visibility with online tools for you to monitor the process: reporting, and statistics
  • Client Satisfaction reports
  • More than 100 Technical Analysts, Certified Professionals with expertise in all areas of help desk support
  • Follows users in the office, at home and on the road
  • Supports all end-user devices: PC, laptops, smartphones, tablets and other mobile devices
  • Supports mobile workforce with wireless connectivity
  • Supports remote employees with VPN and other private connection issues
  • Fully integrated into your IT and business process – optional unique toll free numbers and calls answered with your scripted greeting
  • Our technical analysts access and understand your IT environment that was custom built for a high quality consistent end-user experience