Accenet managed services offers a comprehensive suite of help desk/incident response services. Our managed support service offerings deliver the highest level of professional, “always there” support with complete accountability at a fraction of what it would cost to equip, staff, train, and operate a comparable internal support service.

Call Response Center / Help Desk

Acenet has years of experience in providing IT help desk services. You can rely on our experienced and certified Help Desk staff to support your users with the utmost professionalism and efficiency. Our help desk support plans offer a range of options to match the needs of your organization, including:

• Regular business hour or 24/7 coverage 
• Toll free access from anywhere 
• Fixed or unlimited number of incidents, ports servers, or capacity.
• Dedicated support contacts – engineers familiar with your deployment
• Quarterly performance reviews
• Service priority over customers without valid service agreements. 
• Remote and on-site incident response within specified time frames

Our managed support plans automate incident response to ensure rapid resolution. Call routing for notification and escalation is optimized for your business processes and workflow procedures. Calls are logged, ticketed, and then tracked, until the incident is resolved and closed.

Monthly reports providing a history of all Help Desk calls made within your organization. Reports can be customized to include caller name, start/finish time/date stamp, description of caller question, and resolution detail – including the resolving assignee. Reports can also include response time for SLA verification, and references the ticket number and corresponding invoice (if applicable), along with other requested and approved statistical data.