A Single Point of Accountability to ensure one engineer is responsible for resolving each and every issue. If they can’t answer the question or provide a solution, they make the needed calls to network technicians, software specialists or field service, coordinating efforts until the call is closed. They keep the user informed of status.

Expanded Coverage to ensure that help is there 24 hours, 7 days a week. Courteous and Knowledgeable Engineers to provide answers to routine questions quickly, help your users learn how to perform simple diagnostics and functions, understand applications, and are able to identify effectively what resources are necessary to handle a problem.

Tracking and Reporting to give you, the IT manager or responsible client contact the knowledge necessary to take preventive action. By tracking the type of calls and resolution, system, network, application and training problem trends can be identified and addressed. Building a knowledge base also enables the Help Desk engineers to share successful solutions for quicker resolution of problems.

emPOWER Help Desk Services delivers high quality user support and associated cost reductions by combining our highly trained personnel, certified processes, and in-depth experience with cutting edge help desk tools and technology.

Our Help Desk engineers have experience in supporting a wide range of hardware, operating systems and commercial off-the-shelf software. emPOWER Help Desk Services can provide Tier 1 through Tier 3 levels of support depending on the customer’s needs.

Our Help Desk engineers employ procedures for all aspects of help desk and field support to ensure consistent quality and effective trouble resolution. Remote support is provided from our Network Operations Centre. The team handles everything from running the most popular applications to resolving software and hardware failures.

emPOWER Help Desk Services takes away the hassle from supporting your users and ICT infrastructure.