24/7 Helpdesk / Service Desk Support

The Helpdesk / Service Desk is the first point of contact for users to report desktop, network, printer, telephone, or other IT related incidents; request information; or, request an IT service change. The users can request service with a phone call, an email or by filling a Service Request on Cistel’s client portal.  The primary objective of the Service Desk Agents (SDAs) is to quickly triage the service requests to either:

• return the IT service level back to normal;
• escalate the issue to the Deskside or 2nd level support;
• provide the desired “how-to” information;
• capture small service requests such as IMACs (Installs, Moves, Adds, Changes);
• provide user accounts and password administration; or,
• provide an update on a previously identified incident or service request.

Cistel’s Service Desk phones are staffed bilingually, 24 hours per day, 7 days per week and 365 days per year by our own technicians.

Our goal is to minimize downtime and maximize the end users time on their primary tasks.

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