Help Desk Services & Tech Support
When you need Computer Support, or help with software and networking issues, Tech Support should be quick, responsive, and easy to communicate with.
We maintain our own full-time Technical Support staff right here in Nashua New Hampshire and are committed to providing exceptional remote and onsite customer service, every time you need us.
We provide multiple ways to communicate with the help desk when you need help.
- Telephone call to the tech support hotline
- Email into our trouble ticketing system
- Secure portal for entering, viewing and updating tickets
- Secure chat, directly with a technician
All new tickets are triaged by our Service Coordinator who manages the workflow and assigns the next available, most appropriate technician to your ticket.
Our secure support portal is easily accessible with an icon in the task-bar and provides complete transparency into the help desk process and workflow. Users can see the status of their ticket, who is working on it, the technicians' notes and scheduled resources. They can enter notes for the tech, including updates or any new information, directly into the ticket, and can even chat directly with the technician.
If you would like to be included in management oversight of the workflow, the portal also gives you the ability to approve or reject requests and to bump up priority on any ticket, directly in the ticketing system.
If the work involves any changes to your systems or configurations, our staff will update our documentation portal with the new info to be sure that our records are always current, to ensure that our entire team has access to the latest knowledge and information about your systems.
We take user satisfaction seriously, included with EVERY ticket completion email, is a simple user satisfaction survey. We monitor, report and follow up on user feedback.
White Mountain Help Desk Services can be structured on a flat rate basis, where you have unlimited access with no additional charges, or you can choose to pay as you go and be billed in 15-minute increments as needed.