i-Managed offers complete IT Managed Services for your business' IT needs. We help the busy professional keep their practice running smooth. By combining Desktop Maintenance, Server Monitoring and Backup & Recovery services we help avoid and eliminate problems before they occur. Preventing downtime to your business ensures that your investment in hardware and software yield the maximum return.
Helpdesk Services
When you sign up for the Virtual Service Desk not only will you receive the Total Desktop Care solution you will also experience the benefit of our live, U.S.-based technical support team. Our certified frontline-support technicians are familiar with your hardware and software products. Using our industry-leading internal processes we can expertly troubleshoot your technical issues.
The Service Desk will make every effort to resolve technical support issues at the time of the initial service call. This is our approach for resolving issues. The call will be answered by a Level 1 technician. If the incoming request can be handled within 10 minutes, the Level 1 technician will stay with the call to resolve the issue. If the Level 1 technician estimates that the incoming request will take longer, they will (a) hand off the call to a Level 2 technician if one is available, or (b) inform the caller that the issue will be assigned to a Level 2 technician and end the call. The Level 1 technician will then place the ticket in the Service Desk ticket queue where it will be assigned to a Level 2 technician. The level 2 technician will contact the client based on ticket priority.
All third party and proprietary software will be supported on a best effort basis.