The SMB Service Desk service provides Tier 1, Tier 2 support levels.
Tier 1: “First line of defense”. IDX Tier 1 support staff take first call, are the frontline of the support experience and can solve basic issues like password resets or user problems.
Tier 2: IDX Tier 2 staff have the knowledge base and skills to handle more complex customer issues and will often use various tools to diagnose, remediate and resolve the client issues. Tier 2 staff are trained in the client’s technology base.
The service can be offered as standardized & templated or bespoke. Standardized & templated use predefined support models, engagement processes, remediation procedures and response levels. Bespoke service configurations are designed around the specific Service Desk needs of the client. These agreements will enumerate the operating parameters of the service desk, response times, Q/A requirements, performance reporting, and scheduled auditing.
IDX is a proven and established Service Desk partner that understands technology and great customer service. Contact us talk to one of our Managed Services specialists.
IDX’s Enterprise Service Desk service provides Tier 2, Tier3 and T4 support levels.
Tier 2: IDX Tier 2 staff have the knowledge base and skills to handle more complex customer issues and will often use various tools to diagnose, remediate and resolve the client issues. Tier 2 staff are trained in the client’s technology base.
Tier 3: IDX Tier 3 support is our highest level of technical support skill comprised of subject matter experts which includes product engineers or developers. Tier 3 personnel are involved when the only way to resolve a customer issue is a design change, enhancement, upgrade or patch that requires a software or hardware update to the product.
Tier 4: IDX interfaces with vendors and manufacturers of products/platforms utilized by the client. When issues become product specific and and required vendor support, our Tier 4 support analysts will engage/coordinate external support from the vendor or manufacturer of the affected product or technology.
The Enterprise Service desk is a bespoke service configuration is developed around the unique and specific service desk needs of each customer. The Enterprise Services desk can be integrated with a customer’s existing ticketing, alerting, notification and reporting platforms.
IDX is a Service Desk partner that understands technology and high value customer service. Talk to one of our Managed Services specialists to discuss the needs for your organization.
