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Help Desk Software

Did you forget your password? Have trouble getting Microsoft Office documents to print? Or simply need someone to help you with the settings on your computer? Then you’ll love our CMIT Solutions Help Desk. It’s as easy as sending an email to our staff or picking up the phone.

Our highly skilled Help Desk is fully staffed to eagerly respond to your service call — and fast! That’s why we measure things like time to answer, first call resolution, statistics, and total time to resolution. Because we don’t just want to answer your questions — we want to solve your problems.

We love to help. Our tribe of Help Desk support specialists understand that there is nothing more frustrating than not being able to get your job done. We stand by ready, willing, and able to take your call and make your day.

The CMIT Help Desk is staffed with friendly experts who listen carefully and help you through your technology challenges when you get stuck.  Whether your problems are with email, Internet connections or “how-to” questions about software you are trying to use, give us a call.  Please see the attached list of our currently supported products.  Our list of supported products is updated periodically.  If you currently use a product that is not listed, please call us to inquire about support.  CMIT Help Desk provides solutions to these and many other issues remotely over the phone, or with your permission, we can remotely access your computer and work the problem right in front of your eyes!

If you already have in-house IT support then what can a help desk do for your company?

What is a help desk?

A help desk is a staff of customer support engineers who are available to answer end-user questions and remotely resolve common IT problems. A help desk acts as a natural complement to existing IT staff by taking frequent user issues off their plate so that they can concentrate fully on more pressing problems.

In other words, a help desk reduces the burden of everyday user problems on your in-house staff, provides end-user support to employees, logs the calls for you, and escalates the issues they can’t resolve alone. Your technical staff can focus on projects and tasks that deliver more value to the business.

How does a help desk work?

A good help desk works on both an inbound and an outbound basis. In other words, they aren’t just taking service calls – they’re actively reaching out to you to resolve issues.

PC users may frequently interrupt an in-house tech with issues the help desk could
address. In this situation, the in-house tech can contact the help desk and ask them to reach out to the user. The help desk creates a ticket in their service desk management software and calls the user. That way it’s fully tracked and logged, but you don’t have to devote valuable time to resolving it.

What frequent user problems can a help desk address?

The CMIT Help Desk assists with tasks such as:

  • New email user setup
  • Network connection problems
  • Printer connection and setting problems
  • Software and new hardware configuration
  • Active Directory setup on servers

What’s the number one reason I might need a help desk?

Because a smart business manages its time – and its personnel – well. A help desk lets you make better use of your time while keeping your users supported, efficient, and productive.

CMIT Solutions Help Desk services are available when you sign up for CMIT Marathon, our managed services program for small and medium businesses.