For the IT Solutions Fast Response & Escalation Teams, specialized groups of dedicated help desk engineers, every day brings new challenges. As part of IT Solutions’ comprehensive support structure, which also includes the Targeted Response Team and the Proactive Team, the Fast Response & Escalation Teams are charged with resolving urgent issues, large and small.
Fast Response is all about solving problems that need to be addressed, quickly. Everything from computers, printers, mobile devices, servers and networks are supported by this versatile group of technicians. The team’s goal is to get your issue resolved in 60 minutes or less and they are very successful at doing so.
However, there are always outliers, more complex problems and configurations that require more time and even more expertise. That is where the Escalation Team comes in. Whether it be one of those needle-in-a-haystack issues that are hard to track down, major changes to server or network infrastructure, or a rescue effort in the event of catastrophic hardware failure, Escalation consultants are up to the challenge.
“The Fast Response and Escalation Teams support IT Solutions’ 250 clients for important issues, whether setting up new users or helping with a major ‘client down’ situation, like a server outage, says IT Solutions Client Services Manager Kevin Frye, who oversees both groups. “We manage all the clients’ networks and their servers, so we are the front-line teams that people most often interact with.”
When asked to offer a concrete example, Frye doesn’t hesitate. “One of our clients had a flood in their building. We got a call from them that everything was wet. There was a lot of water in the basement, which was where their IT equipment had been permanently housed,” Frye says. “The client described the water as literally raining down directly on their server infrastructure. A member of our Fast Response Team went onsite with loaner equipment, including a server, firewall, and switches. We staged an entire IT environment for them, on the spot, and restored them from backup to get them up and running.”
Service and Improvement, Every Day
According to Frye, both teams exemplify the IT Solutions “can do” spirit that is focused squarely on ensuring client satisfaction. “We understand how critical it is for us to solve problems quickly at every level, whether it’s helping a new client resolve a pre-existing issue or driving into Manhattan on a Friday night to set up a new server for a client whose old one died.” he says.
“Our company motto is ‘Client Success Is Our Success,’” Frye concludes. “Fast Response & Escalation Team members care how clients succeed and therefore how we succeed. They are willing to put themselves out there to ensure everything is running smoothly, and issues are resolved as fast as technology and dedicated personnel can make it happen.”
To find out more about all three of the IT Solutions crackerjack help desk service teams, and how they can help your firm, please call 866-PICK-ITS or email our Sales team.
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