MANAGED HELP DESK

GCFA operates a professional, fully-staffed Help Desk, and our Technical Analysts are specialized and certified to work on many different products, including, but not limited to, Cisco, Dell, and Mac products. We use a well-respected industry ticketing system that allows our Help Desk to immediately receive notification of any outstanding issues, while still providing high levels of customer service. 

 

Features include:                                                                                                                                         

  • Tier 1 Helpdesk Support via a Direct 1-800 number                                          
  • Ticket submission with the 1-800 number or email                                   
  • Help Desk hours 7:30am - 5:30pm Monday- Friday CST                                          
  • 24/7 On Call Support Provided 
  • End User Remote Control 
  • Endpoint Management with Antivirus and Operating System Updating
  • Management Reporting

 

The process dictates that our Technical Analyst who receives the request for service will own that request until the Incident has been resolved to the end user's satisfaction. The Technical Analyst will own the Incident and follow the Incident if routed or escalated until it is resolved and the end user says he or she is completely satisfied. This system enables our Help Desk to respond faster to problems and exceed required service levels.

 

Third-Party Software Support Coordination

As an added service, GCFA will provide support coordination for all third-party applications if required. We will provide software support coordination for all common and third-party related issues. Your Technical Analyst who wins the ticket will field requests or trouble calls, log the request with vendors, and track the issues through resolution. This provides the user with one point of contact and consistent communication to help expedite a resolution!

Do not hesitate to contact our Help Desk via email or 1-855-700-9343 with any questions or issues, 24/7!

To learn more about this and other services, please email our Shared Services Department or call us toll-free at 1-866-367-4232.

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