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Service Desk

Do You Need Split-Second Solutions For your IT Headaches?

We’ve got your back. Call up our Service Desk 24/7, 365 and get back to focusing on your business.

Stratiform’s Service Desk in a Nutshell:

  • 2-Hour response time
  • Always available to troubleshoot & answer questions
  • Unlimited issue response
  • Any channel as a contact option
  • Full support for quick resolution
  • 24/7 access to trained IT experts

Stratiform’s IT Services and Support Desk

Stratiform’s IT services and support desk is designed to help you through your technical issues. Whether something isn’t working, or if you simply have a question, we’re your experts.

Our IT support services desk is based on a tiered system, meaning we’ll escalate your issues based on severity. If needed, we’ll even send someone to you and take care of everything. When you work with Stratiform, you know that you’ve got someone on your team to take care of every IT problem.

How Does Stratiform’s IT Support Services Desk Work?

Step 1
When you contact our service desk by phone, email, or by submitting a ticket, a trained IT expert will make sense of your issue, which can include:

Incident

An incident can mean something that is broken or needs fixing. This can, for example, mean emails not sending, files missing from a folder, applications not starting or crashing.

Task

Tasks are tickets that don’t impact processes or workflow but may include a request for information or a change to be made. An example would be a request for a particular application to be installed.

Question

A question is a request for information related to learning. For example, if someone is unfamiliar with how something works, an instructional answer can be given.

Problem

A problem is a recurring incident that has been previously reported.

Step 2
Once we understand the problem, a team of specialists will join your IT expert and take care of everything. At Stratiform, we have 4 tiers of specialists:

Tier 1

Minimal triage and troubleshooting:

  • General support
  • New user setup
  • Workstation or mobile hardware troubleshooting
  • Basic workflow assistance
Tier 2

This is where the majority of server or service troubleshooting lives:

  • Server and network service
  • Advanced operating system configuration
  • Supported application integration issues
Tier 3

This tier includes a cross-functional team of experts for your multi-faceted IT issues:

  • Complex network troubleshooting
  • Cross-platform integration issues
  • Scripted workarounds
  • Detailed log analysis
  • Product or service capacity related investigation
Subject Matter Experts

We may also call in subject matter experts for particularly sticky issues. We’ll bring in industry contacts and work with big brands like Microsoft to do whatever it takes to get you back to business.

IT Service Desk Support You Can Trust

With Stratiform on your team, your technology is always working hard for you, not the other way around. We live and breathe technology, so we’ll make sure your IT tools will maximize your productivity. Get the most of of your technology.
Contact us to learn how our service desk support services can help you today.

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