Help Desk is at the heart of Shift IT. It’s what our customers first think of when they think about what we do. It must be nothing short of awesome. Every interaction is tracked and followed through to resolution by our responsive service desk technicians and backed by our best-in-class ticketing system. We can easily fix almost every issue at the initial point of contact wiht our full team of technicians located at our head office in Oakville. They are hired not only for their technical expertise but also their ability to effectively communicate. Users may enter a request via telephone, email, direct ticket entry or use our help desk app.
We answer over 93% of calls to help desk live during business hours and our customer service standard is to deal with over 90% of those requests in real dime during the business day. We can report on any request in detail or a group of requests in aggregate to establish patterns. A key part of the advisory process is understanding a client’s service desk requests and making proactive adjustments to reduce the number of requests. Service desk is not only there to help but they exist to make your business run smoother.
Shift IT Solutions' tech support doesn't end there. Here are a few more excellent benefits:
Customer Service Focused
We take great pride in answering 93% of incoming calls live. Our customers always know the status of their tickets and most importantly that their issues are being handled.
Industry Experts
All our support staff are full time employees locally based in our head office. All of our staff understand the complex issues that Manufacturing and Distribution companies face.
Unified Approach
We act as a single point of contact for all issues that are technology related. Being the liaison for all your technology vendors saves you time and lets you focus on the things that are more important.
