EDAFIO RESPONDS TO COVID-19
OUR EXPERTISE
Service Desk Center
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?
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.
“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
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