OUR EXPERTISE

Service Desk Center

Intelligent Technology Solutions. Powered by People.

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

What is unique about Edafio’s Service Desk Team?

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.

“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

When I took on the meaningful use management for our practice I was completely lost and was not sure how I would have met the requirements or kept up with the changes to the measures. 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
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, CEO - http://www.fccare.org/
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
Harvest Group's relationship with Edafio is not transactional. We consider it a true partnership where we share values and relationships. One of the things I think of Edafio is this feeling of presence. There are two aspects of presence when you think of Edafio. There is this immediate "I am going to come to help you. I am in the weeds with you, and we will get through this together," type of presence. And then there is this type of overall presence where Edafio is invisible. You don't see them because they are doing things behind the scenes.
Greg Billingsley, VP of Technology and Development - https://harvestgroup.com/
Edafio delivers the highest caliber of advice, tools, and processes. The engineers and consultants assigned to our account were invariably great to work with - responsive, attentive, and patiently brought up to speed, even those people without a strong technology background. We couldn’t recommend Edafio more highly to businesses across all verticles that require world-class IT and Cybersecurity expertise.
Dean Hoover, Executive Vice President / COO - https://www.koontzelectric.com/
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 hooking me up with Valerie. She has been such a help. She has helped me with hospital meaningful use and the Medicare Quality Payment Program reporting requirements I didn't even know I needed to do. Very grateful for her help!
Stephanie Baker
As a start-up medical practice, we did not have internal personnel to facilitate getting set up with MIPS. [Our Healthcare Consultant] and Edafio did an exceptional job helping us not only get set up, but they also took responsibility for training our nurses on the various quality metrics, as well as learning the EHR and helping out as an EHR Super User. I would not hesitate to recommend them to any practice in need of help.
William E (Bill) Greene, CEO, Premier Gastroenterology
I have been delighted with the services of Edafio, including IT and Cybersecurity Risk Assessment Services, as well as Healthcare Consulting Services, more specifically covering HIPAA Regulations. They will work with you to provide services that are individualized for your company. They go above and beyond to help their clients. I would highly recommend Edafio!
Brenda Stone, Tilley Family Medicine
This was my first time working with Edafio and I was very impressed with their thoroughness and professionalism during the security risk assessment. The staff was so knowledgeable and easy to work with. The deliverables were very in-depth and offered solutions to help eliminate vulnerabilities. We were all very pleased with the quality of our SRA 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
"He fixed everything- Corey is a genius!"
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