Help Desk Services

Help Desk Services Stoltenberg’s Help Desk Service Line provides Tier 1 and optional Tier 2 support for clients. With the capability to shadow an end user, our service team has the ability to provide one-on-one support supplementing client training for proper application use or provide first call resolution of 75% or more of Tier 1 issues. Through our monitoring services, for interfaces, job scheduler, error queues and more, we are consistently able to initiate a vendor support ticket or escalation to Tier 2 resources prior to the client or end users experiencing any related issues.

Ability To Shadow User, Allowing One-on-One User Training & Faster Issue Resolution

Less Than 6 Minute Average Handling Time 20 Sec or Less Average Call Wait Time System Specific Training & Support

Earned 2014 Best in KLAS Award for IT Outsourcing (Partial)

Optional Full Application Portfolio Support

24/7 x 365 Day Support

75% Tier 1 First-Call Resolution

Optional Tier 2 Support

6% or Less Abandoned Call Rate Monitoring Services For Interfaces, Job Scheduler, Job Queues & More

Daily, Weekly & Quarterly Reports Guarantee No Offshoring Customer Satisfaction Survey

Corporate Member

www.stoltenberg.com • [email protected] • phone: 412-854-5688 • fax: 412-854-5788