(407) 966-3344 Technology@ciodynamics.com
CIO Dynamics
A Cloud service provider Company
Our CIO Helpdesk is designed to deliver customers a premium helpdesk experience at a price to meet your budget.
What does 24/7 support means to your business
What is the true cost of downtime for your company. Can you afford not to be productive for hours or ever days while you wait for support. Access immediate live technical support assistance 24/7 to assist your employees with any IT related issues at the office, at home or while on travel.
One-Call Resolution
We offer a dedicated 800 number and personalized greeting for your company's helpdesk. The majority of Service Desk incidents are resolved on the 1st call, allowing your employees to quickly resolve problems and more quickly refocus on business needs. Our best practices reduce time to resolution while your employees experience excellent customer service.
Service Level Metric
ASA (Average Speed of Answer)
80% of calls and chats will be answered within 60 seconds or less
FCR (First Contact Resolution)
85% of contacts will be resolved at the first level (for resolvable incidents with defined scripts)
Abandonment Rate
Up to 5% of all calls and chats may be abandoned by the caller after 30 seconds or more
Voice Message Response Time
Average of 30 minutes or less for Voice Message response time
AT-A-GLANCE
- 24/7 service support
- Phone, email and chat support options always included
- Permission-based support
- Remote view & control
- Self-service portal allows incident tracking and status
- Remote support (viaLogMeIn) and advanced reporting tools
- Monthly performance reporting
CIO Dynamics Help Desk provides Service Desk services which are all inclusive as part of a fixed
monthly fee and are unlimited up to 100% call volume.
Workstation/ laptop/ hand held hardware support.
Workstation/ laptop/ handheld O/S support
Printing / network connectivity support.
Core application support, Microsoft, Adobe & Symantec.
Email client (Outlook/ Outlook Express/ Windows Mail, MAC Mail).
Issues with Microsoft Office standard suite. Word, Excel, PowerPoint, Outlook, SharePoint
Software/application-related incidents on Microsoft or Macintosh systems
Printer-related problems such as mapping, drivers and connectivity
Incidents related to network connectivity and Wi-Fi
Server based password resets (documentation, access, and approval process supplied by you)
Spyware or virus cleaning from either servers or PCs
Server diagnostics (with documentation and access)
Server troubleshooting and monitoring
Custom escalation procedures for each client with internal escalation approval process
Our CIO Dynamics Help Desk team provides your customers with quick fixes to their PC or Mac issues, remotely! Through 24/7 support programs, CIO Dynamics assists your end users with anything from MS Office, to usage issues regarding their smartphones, password resets, printer issues and anything in between.
Imagine how satisfied your end users would be with a single point of contact for service requests and a self-service knowledge base that’s always up to date. Now think about how great life would be for you if your service staff used root-cause analysis to drive down ticket volume, utilized ITIL best practices to resolve problems, and provided metrics to help increase productivity – all without being asked. CIO Dynamics Service Desk gives you these advantages remotely predictable costs that simplify IT planning and budgeting. And since service desk resources can be shared between multiple companies, you pay only for what you need, when you need it.
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CIO Dynamics Helpdesk
24/7 Unlimited IT Support
24/7 Helpdesk Services