In today’s fast-paced business environment, any downtime can significantly impact your organization. Technical issues, whether big or small, need to be resolved quickly to avoid disruptions to your operations. PCI’s Service Desk is designed to offer swift, professional, and reliable IT support, allowing your internal teams to focus on strategic growth rather than day-to-day tech challenges.
PCI Service Desk:
Streamline Your IT Support
PCI’s 24/7 Service Desk delivers cost-effective, scalable IT support for businesses of all sizes. From password resets to complex network issues, we’ve got you covered.
The Importance of Efficient IT Support
Our Comprehensive Service Desk Support
PCI’s service desk offers multi-tiered support, ensuring that every issue is resolved by the right level of expertise. Here’s how our service desk is structured:
Tier 0/1 Support: The First Point of Contact
This is where end-user requests for IT service and support are initially handled. Our technical generalists and cutting-edge AI tools resolve approximately 70% of common incidents, providing efficient solutions for day-to-day IT issues.
Typical Incidents Resolved Include:
- Password resets
- Unlocking logins
- Citrix or RDS session lockups
- VPN support
- General “how do I” questions for software, hardware, and printing
Tier 2 Support: Handling Complex Issues
For more complex issues that go beyond Tier 1, our network and systems administrators step in. They leverage remote control tools, perform diagnostics, and continuously improve your system’s operating procedures to prevent repeat issues
Issues Handled by Tier 2 Include:
- Advanced diagnostics
- Network configuration and troubleshooting
- Systems performance optimization
- Environmental variable documentation
Tier 3 Support: Solving the Toughest Problems
When an issue requires a significant change or update to your IT environment, Tier 3 support is there. These expert engineers provide in-depth troubleshooting and make the necessary updates to your systems to ensure optimal performance.
Typical Issues Include:
- System-wide changes and upgrades
- Software and infrastructure updates
- Standard operating procedure overhauls
Tier 4 Support: Escalation Management
Even if your issue requires support from third-party providers, PCI has you covered. Our Tier 4 team will manage escalation, handling communications and ticketing with third-party vendors on your behalf.
Tier 4 Support Covers:
- Third-party vendor ticketing and escalation
- Acting as your authorized agent for third-party services
- Managing communication with vendors for quick resolution
24/7 After-Hours Support
With PCI’s 24/7 support services, you can rest easy knowing that any IT issues will be promptly addressed, even outside regular business hours. You’ll receive access to a dedicated support number, a web service portal, and an account manager who will oversee your service desk support.
Available Services Include:
- 24/7 support for Tier 0/1 issues
- Logging and tracking of incidents and service requests through a web-based portal
- After-hours support for Tiers 2, 3, and 4 billed at standard labor rates
Service Level Agreements (SLAs) You Can Count On
PCI is committed to delivering consistent and high-quality support, backed by well-defined SLAs that outline response times, resolution targets, and performance metrics.
Our SLA Priorities:
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- Critical: 0.5-hour response time, 4-hour resolution (24/7)
- High: 4-hour response time, 8-hour resolution (Business Hours)
- Medium: 6-hour response time, 16-hour resolution (Business Hours)
- Low: 8-hour response time, 24-hour resolution (Business Hours)
The Benefits of Outsourcing Your IT Service Desk to PCI
Cost Savings:
Outsourcing your service desk to PCI eliminates the need for hiring, training, and managing an internal IT team. You’ll save on overhead costs while gaining access to top-tier IT talent and technology.
Focus on Strategic Initiatives:
By entrusting PCI with your day-to-day IT support, your internal team can focus on innovation, growth, and core business initiatives instead of getting bogged down with technical issues.
Access to Industry Best Practices:
PCI brings best practices from supporting various industries and organizations. We optimize your service desk operations, implement standardized processes, and provide continuous improvement recommendations.
Experience, Expertise, and Commitment
Why Choose PCI’s Service Desk?
- Available 24/7: Your business doesn’t stop, and neither does our support. Our service desk operates round-the-clock, ensuring that help is always just a call away.
- Cost-Efficient: Outsourcing your IT support to PCI means converting to fixed IT costs and predictable service fees. Save on hiring, training, and infrastructure costs while getting access to industry-leading IT solutions.
- Scalable: Whether you need support for a small office or a large organization, our service desk can scale to meet your specific needs with our automated solutions and forward-thinking “set-up, not mop up” philosophy.
Getting Started with PCI’s Service Desk
Starting with PCI’s service desk is a seamless process. Here’s how we onboard your organization:
Consultation: We begin with a thorough consultation to assess your organization’s IT needs and determine the right level of support.
Setup: PCI implements our remote monitoring and management system to ensure all systems are properly managed and supported.
Ongoing Support: Once your systems are integrated, PCI’s team will monitor and respond to tickets promptly, ensuring that all issues are addressed swiftly.
Let PCI’s Service Desk handle your IT challenges.
With 24/7 support, scalable solutions, and a team of experienced professionals, we’ll keep your technology running smoothly.