OUR EXPERTISE

Service Desk Center

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The Edafio Service Desk is a team of professional system engineers ready to provide quick and practical assistance for any of your technology service needs.

What is the Service Desk?

In the basic of terms, the Edafio Service Desk Team is a “Help Desk.” We perform all same duties that any typical help desk would perform:

Answering the phones
Taking messages
Creating tickets

What is unique about Edafio’s Service Desk Team?

At Edafio, Systems Engineers staff our helpdesk. That means they have the technical knowledge to begin troubleshooting the issue immediately. They are ready to start assisting on that issue right away.

Whereas a helpdesk agent answers the phone, creates a ticket, and indicates that an Engineer will return the call in the next 36-48 hours

When and why should you contact the Edafio Service Desk Team?

If you can plug in the hardware and turn it on, and it’s not working the way it is supposed to…contact the Service Desk.

Often, when devices are not functioning correctly, the issue is just “dealt with,” or an alternative solution is put in place. The downside to this method is that the alternative method is more cumbersome and inconvenient, and inevitably, this inconvenience builds frustration.

What does our team want to achieve?

The goal of the Edafio Service Desk team is to assist with technology issues as soon as they arise, to resolve the problem quickly, and return company devices to a properly functioning state before the frustration level reaches an all-time high.

The best practice is to contact the Service Desk Team before the frustration has reached an unbearable level.

Is there a fee for using the Service Desk?

Our engineers work to provide businesses with a level of comfort around expenses and incurred company cost. Every service request that the Edafio Service Desk team receives is classified as “covered” or “not covered.”

A covered request is something that is specified in the company’s agreement. On these requests, the we move forward with troubleshooting the issue and working to resolve the problem entirely.

A “not covered” request results in an additional cost to the company. In these instances, the Edafio Service Desk Team will pause the service request, work with other Edafio teams to prepare a quote, and present the quote to the appropriate company leaders for approval.

Once the work, and cost, is approved, then the Edafio Service team will move forward with the service request.

DerekLewisS — Derek Lewis, Service Desk Team Lead

“We understand how critical computers, and other technology, are to the success of our client’s business. We are here to share the burden of keeping that technology working properly.”

Our clients have nice things to say about us

I want to give a big shout-out to Taylor Klemm and Eric Roddy in the NOC. I love it when I get either of them when calling the NOC. They are both so helpful and knowledgeable on anything I ever call in for. They are both outstanding at not just fixing an issue but, when applicable, teaching me how to fix it myself. I know you usually only hear the complaints, so I wanted to be sure and share how much I appreciate Tayler and Eric!
Tracy Davenport, Director of Operations
Fast responses. We love our Edafio engineers!
Alisha Faulkner, Girl Scouts Diamonds
Our network engineer, Freddy, is the best. He always goes above and beyond to help us, and if he can't help us, he knows someone that can.
Meghan Sutton, Nephrology Associates
The Edafio team is always responsive and remediates the issue when we contact them for help
Thomas Merritt, Psychology and Counseling Associates
Edafio is responsive to keeping our team up and running at all times.
John McAlpine, Kingwood Forestry Services, Inc.
My IT partners are like an extension of my IT department. I can count on them to help out when needed and to be proactive to keep my network safe and secure.
Lorraine Davis - https://www.diamondlakesfcu.org/
Edafio does a great job managing our networks. They are very responsive and always professional.
Teresa Stewart, Bowen Hefley Orthopedics
Edafio is a responsive and cost-effective technology solution.
Mike Stephens, Delta Dental of Arkansas
Top-notch IT service and support. The Edafio team is fantastic!
Harvest Group
Always get a quick response, and they are very knowledgeable in areas I need.
Scott Lawrence, Arkansas Commissioner of State Lands
Landmark works in 20 states and we push high-quality work and client-focused service and that is precisely why we have been so impressed with Edafio and trust and value our relationship with them. They mirror our philosophy and core values.
Randy Milligan, Landmark CPAs
We can always depend on Jason to be helpful and professional when helping with issues -- Actually, you can depend on the whole IT team that serves FCC to be both.
Lisa Polacek
Austin was super quick to respond, got time on my calendar for a discussion, came to the discussion prepared with steps to work through, plus invited backup, Dylan M., who had first-hand knowledge of Project Online. Got my issues resolved super quickly. Top-notch service. I love working with these guys.
David Simpson, Harvest Group
Edafio always makes my day awesome with prompt resolutions no matter the issue!
Gail Ferguson, CARTI
When I took on the meaningful use management for our practice, I was completely lost and unsure how I would have met the requirements or kept up with the criteria' changes. Without Edafio, mainly Lori, I am not sure that I would have been able to keep the physicians educated and on track with their measures.
Tami Croy, Arkansas Urology
Friendship is proud to partner with Edafio to help assist us with managing and protecting our IT infrastructure. To further the mission and philosophy of Friendship Community Care, our partnership with our State's leading full-service technology firm will prepare us for the future by leveraging their enhanced, state-of-the-art technology and Cybersecurity solutions.
Craig Cloud, Friendship Community Care
I knew of a few clients that Edafio supported and felt that this was a company where I could continue to grow in my career and push myself. As I went through the interview process, I learned that not only was this a company where I could learn about state-of-the-art technology, but they also take excellent care of their employees. I knew this was the place for me.
Matt Sindle, Systems Engineer
Our relationship with Edafio is not transactional. We consider it a true partnership where we share values and relationships. We observe two types of presence when it comes to Edafio. One is an immediate "we are here in the weeds with you, and we will get through this together" type of presence, and then there is this overall presence where Edafio is invisible, taking care of our IT behind the scenes.
Greg Billingsley, Harvest Group
Edafio delivers the highest caliber of advice, tools, and processes. Their team is excellent to work with - responsive, attentive, thorough and 100% committed to our success. We couldn’t recommend Edafio more highly to businesses across all verticles that require world-class IT and Cybersecurity expertise.
Dean Hoover, Koontz Electric
I am truly blessed to be a part of the amazing Edafio team! I gained so much knowledge since joining that it is insane! I am grateful to know what I know now and to be able to continue to expand my knowledge.
Dee Lollie, Network Operations Engineer
Taking Edafio's professionalism, family-like environment, and focus on engineers made me feel Edafio would be an excellent fit to continue my career. Additionally, I was very impressed with Edafio's core values and could tell that it was more than just words on a web page after meeting the teams.
Joseph Dunn, Senior Engineer
Working with Edafio has allowed me to not only learn with first-hand experience, which is how I learn best. We work as a team to provide our customers with amazing service and we have a huge knowledge base to not only pull from but to learn from as well.
Alex Richard, Intern to full time Network Engineer
“All my experience and expertise in IT is credited to learning from my coworkers at Edafio.”
Chris Schwilling, Systems Engineer
“I have been a grateful employee of Edafio since March 2018. Everyone I have met at Edafio has been very kind and knowledgeable. I’m so impressed with the knowledge level of the engineers I have worked with at Edafio. Edafio hires some of the smartest people I know!”
Sherry Webb, Senior Engineer
“Working at Edafio has given me the knowledge, training, and ability to achieve my goals. Everyone in the company has been helpful in teaching me new things and guiding me along my desired career path. By moving to our Cloud team, I’m now aligned with the goals I wish to accomplish!”
Dylan Metheny, Intern to Cloud Engineer
"Working at Edafio has taught me not only how to grow as an associate, but also as a person. Edafio incentivizes its associates to grow and find their own niche. With people behind you, it encourages you to work harder and develop yourself even more.”
Yong Seung, Intern to full-time Network Engineer
Thanks so much for referring us to the Healthcare Team. They have been such a resource in guiding the hospital through Meaningful Use and Medicare Quality Payment Program reporting requirements - we didn't even know we needed it. We are very grateful for their help!
Stephanie Baker, Arkansas Heart Hospital
As a start-up medical practice, we did not have the resources to get set up with MIPS. Edafio did an exceptional job helping us get set up. They also took great care to train our nurses on the various quality metrics and learning EHR and become an EHR Super User. I would not hesitate to recommend them to any practice in need of help.
William E (Bill) Greene, Premier Gastroenterology
I have been delighted with Edafio's IT, Cybersecurity and Healthcare Consulting Services, specifically covering HIPAA Regulations. They customized the services we needed to succeed. They go above and beyond to help their clients. I would highly recommend Edafio!
Brenda Stone, Tilley Family Medicine
We first worked with Edafio during an SRA. Since then, I have been continually impressed by their thoroughness and professionalism. The staff was so knowledgeable and easy to work with. The deliverables and solutions aimed to eliminate vulnerabilities were very in-depth and comprehensive. Our entire team was pleased with the quality of their work and would highly recommend Edafio.
Tiffany L. Holland, MBA, BSN, RN, CNML, Ashley County Medical Center
Edafio’s Security Risk Assessment covered the administrative, physical, and technical safeguards of the Security Rule. The reports were comprehensive to include risks identified as high, medium, low in a working document that allows for ease of use in documenting and tracking remediation efforts.
Suzanne Wright, Lake Village Clinic
Thank you for handling our mistake with grace even though it created tedious work for you!
Brittany Miller, Harvest Group
Great Job! I love the onsite support!
Eric Chin, Westrock Coffee Roasting, LLC
They fixed everything and are definitely committed to client success! i
Michael Holland, Center for Toxicology and Environmental Health
Casey was very patient and helpful. He took his time to do what he could to get my family fixed. He did a great job!!
Katherine Tatum, Mainline Health Systems
Jason didn't make me feel like an idiot, he was quite pleasant and showed me how, if it happens again, I can resolve the issue myself.
Lisa Hannon, Girl Scouts Diamonds