Why Our Help Desk Is Better
In an effort to provide a better help desk experience, we always ask new clients what frustrated them about their old support company. And we always hear the same complaints: lack of availability, poor communication, lack of empathy, failure to follow through, and the inability to resolve problems quickly. While we know our help desk isn’t perfect, we’re doing everything we can to consistently provide high quality service. Our goal is to make sure that based on each interaction with our help desk, you would be willing to recommend us to someone looking for a computer support company.
We’ll Always Be Here For You
Our help desk is staffed by full time employees of Flexible Systems 6:00 am - 8:00 pm Monday through Friday. After 8:00 pm calls will be handled by our on-call emergency response team. On Saturdays and Sundays our help desk is staffed from 7:00 am - 1:00 pm, and after 1:00 pm calls will be handled by our on-call emergency response team. During these times your call will be answered by a member of our Help Desk team that is located in Hauppauge, New York. At all other times a professional answering service will answer your call and route your case to our on-call support team. All IT support services are provided by full time employees of Flexible Business Systems based in the USA.
We Will Communicate With You
We don’t believe in scripted service procedures or forcing you through a sequence of actions that you know have nothing to do with your problem. We’ll make sure we listen so that we understand exactly what the problem is and we’ll lay out a course of action that we believe will be the fastest route to successfully resolving your problem. We will always explain what we are doing and why we think it will resolve your problem. We will also keep you informed every step of the way as we resolve your problem.
We Care & We Understand
Our help desk staff is trained to put themselves in the shoes of the person they are talking to. We always check to make sure we understand the impact your service issue has on you or your business. We don’t view issues as case numbers or ticket numbers, we think about the people being affected. After each issue is resolved, we do a self-evaluation and ask how satisfied we think the client was with the way our company handled their issue.
The Person Assigned to Your Case Will Take Ownership of the Case
All support representatives are responsible for managing the cases they own. When a case is assigned to a support person, they take full responsibility for getting the case resolved quickly. If they are unable to do so, they will transfer ownership of the case to a colleague who is better equipped to resolve your issue. All support reps are required to record accurate notes of any needed information or actions taken so that case ownership transitions happen seamlessly.
We’ll Get Your Case Into the Hands of Someone Who Can Resolve it Quickly
Our help desk is compromised of two teams, the Basic Support Team and the Advanced Support Team. Routine and straightforward issues are handled by the Basic Support Team. Issues that have a severe impact on your business will be handled by the Advanced Support Team. Both teams work together and are fully staffed during or normal hours of operation.
Help Desk Support Hotline (631) 815-1800
- Application support
- Email issues
- Workstation connectivity issues
- User administration
- Password problems
- Mobile device connectivity
- Printing problems
- Virus, spyware, and malware removal