Helpdesk Services

WHAT WE DO

Total Choice Help Desk provides the industry’s most effective helpdesk offering available today. Unfortunately, many businesses have become accustomed to poor customer service characterized by complicated phone trees, inability to reach a live person, communication challenges and general lack of expertise and interest in helping to solve the problem.

The good news is that Total Choice has built a reputation delivering complete customer satisfaction for our customers. We listen to your employee’s problems and then solve them quickly and thoroughly. We also provide complete flexibility with service delivery. Our services are available via the telephone with the option to have your own 800 number and personalized greeting. You can use the Internet to access our incident tracking system, and our remote control technology allows us to remotely support a customer who needs hands-on assistance.

Our Helpdesk Service is the most efficient way to deliver immediate support to your employees. It’s convenient and fast. The vast majority of our customers’ issues are resolved over the phone in one session. We are always improving by continually refining our helpdesk and our unique helpdesk management system that makes our solution so powerful.

PARTNERING WITH TOTAL CHOICE HELPDESK

Gives you freedom to focus your technical staff on their core competencies Helps you deliver the best possible support for your employees

Allows tiered support for each employee based on their needs:

  • Level 1: Basic software application and/or hardware support to callers.

  • Level 2: More complex support & subject matter expertise on software applications & hardware.

FEATURES

  • 24/7 real time trouble shooting & remediation
  • One-Call resolution

  • Certified North-American based staff

  • Dedicated 800 number & personalized greeting

  • Live online support including phone & email
  • Multi-platform support

  • Web-based incident reporting & ticket tracking

  • Advanced reporting

BENEFITS

  • Help you need, when you need it
  • 80+% of incidents are resolved on the first call & you
    get back to work fast
  • Clear communication helps resolve issues more quickly
    & without aggravation
  • Augment your service delivery capability without the
    burden of an in-house team
  • Your employees communicate how they prefer
  • Comprehensive support for all the systems & devices
    your employees use
  • Real-time updates on issues ensure rapid & accurate
    information transfer
  • Detailed metrics on how the service is performing

ENTERPRISE HELPDESK

  • Dedicated 800# with personalized greeting
  • Internet access to call status & incident tracking including full audit trail on all issues
  • Permission-based remote control of PCs with ability to regain control of the PC at anytime
  • Customer Satisfaction Surveys to ensure quality

APPLICATION SUPPORT

Standard software applications & custom applications

HARDWARE DIAGNOSIS

  • First-line support for internal employees & field personnel including hardware, devices, notebooks, & mobile devices.
  • Warranty repair/replacement processing including submission to designated provider.
  • Dispatch of on-site technician from your designated provider

NETWORK SUPPORT

Desktop-related network support issues & user administration

SMB HELPDESK OVERVIEW

Our SMB Helpdesk is designed to deliver SMB customers a premium service desk experience at a price to meet their budget. We understand that SMB customers have unique software applications they use to run their businesses. We also realize that some of SMB customers can be the most vocal and demanding. We have over 10 years experience working with SMBs and we pride ourselves on being able to understand their needs.

  • First-level support calls directly from the SMB customer
  • Support for multi-vendor client systems
  • Installation, moves, changes, remote desk-side support & software support
  • Permission-based remote control of PCs with ability to regain control of the PC at anytime

SCOPE OF SUPPORT

OPERATING SYSTEMS
Windows XP, Vista, 7.
Windows 8 and later.
Mac OS 9, OSX (including
Server.)

MOBILE OPERATING
SYSTEMS
Android (All Versions)
IOS 4, 5 + (Iphone, Ipad,
Ipod Touch)
Blackberry OS (Curve Bold
Storm)
QNX (Blackberry Playbook)
Windows Mobile
Web OS

HARDWARE
All Windows Hardware
All MAC Hardware
Mobile Devices (Apple,
Blackberry, Android)

NATIVE SOFTWARE
Microsoft Office, Open
Office
Adobe
Browsers (Firefox, IE,
Opera, Safari, Chrome)
AntiVirus (Vipre, Symantec,
McAfee, Avast, AVG, Trend
Micro, and more)
Windows Mobile
Web OS

EXPERT STAFF

Total Choice handles calls from thousands of enterprise and SMB customers daily. We have developed an extensive knowledge base that allows us to quickly identify and deliver fixes for a wide variety of issues. Our staff receives ongoing training and is active in pursuing continued professional development to stay abreast of the latest technical issues and resolution strategies. This creates a level of expertise not normally found in
even a large corporate helpdesk much less a small business helpdesk.

EFFICIENCY BY DESIGN

We understand that for most companies, helpdesk is not your core business. The capital investment in call tracking and helpdesk software is significant compared to the number of employees for most companies. In addition, staffing of helpdesk employees is always challenging due to the broad expertise requirements and utilization challenges. Total Choice leverages economies of scale which allow us to deliver a superior service that can’t easily be matched with an in-house model.

IMPROVED SERVICE LEVELS

Total Choice uses predictable, repeatable processes to deliver consistency that guarantees quality service to your employees. Our goal is one-call resolution and we won’t consider an incident resolved until you and your employee acknowledge that they are satisfied with the result.