With the ever evolving nature of the technology industry you may be in need of an out stretched arm of help with some of your customers. Today we are going to discuss how FLEXdesk can help you.
What is it?
FLEXdesk is a flexible, outsourced HelpDesk service that allows you to quickly and easily scale your business with a highly qualified and experienced team without adding the expenses associated with traditional employees. This allows you to focus on customer support and gives you peace of mind to provide a great customer experience.
Help desk support for tier 1-2 tickets.
Advantages of FLEXdesk
Flexible scheduling.
No employee insurance.
Lower payroll.
Management is built into the offering.
Limited time commitment.
Pre-trained staff.
Ongoing professional development built into offering.
Hire many, pay for one
FLEXdesk Tiers of Service
Time and task determine tier.
Tier 1
Basic Task | 15-30 Minute Issues
Support Examples
Internet
Network
VPN
Watchmen Notifications
Local Backup
Offsite Backups
Printer Troubleshooting
Troubleshoot Accounts
Update/Upgrade/Reinstall OS
Accounts (Email, Contacts, Calendar)
Tier 2
Intermediate Task | 30-60 Minute Issues
Support Examples
Server Based Solutions
Routing, Switches, and Firewalls
Wi-Fi Issues
Database issues (Photos, SQL, Mail)
Specialized Software issues. (IE Adobe)
Exclusions
Rooted Consulting Does NOT Manage Tickets.
A designated point of contact within your organization should assign tickets to us.
FLEXdesk Agents will reply to tickets assigned to them.
We use a dedicated Calendly link to schedule for your customers. This is the only way we schedule time for support.
We are NOT24 hour Support, but 8-5 M-F CST.
What We Need
Designated point of contact for ticket management.
Access to ticketing System.
Access to customer documentation (Read Only).
Clear workflows for ticket assignment, resolution and updates.
Clear escalation paths.
Access to remote support software (If applicable).
Access to an IM System (Slack/MS Teams/Cisco Teams)
Access to note take solution (Read only)
*Tickets are where all notes and time will be marked.
FlexDesk is a flexible, outsourced HelpDesk service that allows your IT consultancy to quickly and easily scale with a highly qualified and experienced team without adding the expenses associated with a traditional employee.
Maybe you are a smaller organization that is growing, but not yet to a point where it makes sense to bring someone on full-time. With FlexDesk, you gain the ability to continue growing your business without needing to hire or train a new team member. And our ongoing professional development means that no matter what comes up, we'll be prepared.
Or maybe you want the ability to focus on larger, more technical projects without sacrificing the less technical work. With FlexDesk, you can be more free to pursue those projects while knowing that the "smaller" work will continue to be handled.
FlexDesk focuses on Tier 1-2 remote support. If needed, our staff can assist with things beyond Tier 2, though this will be billed at our regular consulting rate. Our fee schedule and certifications can be found below.
When work is assigned to us, a FlexDesk agent will reach out to the customer via email. From here, it will be up to the customer to schedule an engagement. We use a service called Calendly that allows customers to view our calendars and schedule time when there is mutual availability.
Yes. We take all notes in Daylite. We can copy/paste our notes into your ticketing system so that you have access to them, and so that you have visibility into the work performed.