24/7 IT Helpdesk and Field Support to Lower IT Expenses

Shared or dedicated Remote Helpdesk

Integrated Agent Assisted Support
Self Service Tools (voice and text logging)
Incident Generation and Change Management System
Solution Adoption
Customized Escalation Matrices
IT Resource Management and Workforce Optimization
Trend Analysis
In-depth Diagnosis
Proactive Procedures
Customized Response Times

Site Support Outsourcing

On-site Assistance
Customized Reporting
Off-hours Support

Responsive problem resolution and change management in on-the-go environment

TRG IT Helpdesk services help you meet the challenge of optimized problem logging or change change with a single, ultra-responsive point of contact for all IT staff and end-user queries in a real-time environment. They bring consistency to the support function across your enterprise. They often help you cut service-resolution times. And they free your IT resources to focus on core business issues and competencies.

Improve on-site resource utilization and streamline processes

With TRG's 24x7x365 IT Support, your requests for assistance are promptly registered and assigned to the appropriate specialist personnel. TRG’s IT Support staff can be available on site, as well as remotely. Calls can be logged directly by IVR, convenient telephone, E-mail or Web access.

The TRG IT Support team works closely with you to understand the nature and severity of your problems, see that service level agreements are met, and bring about successful outcomes in the shortest possible timeframes. Well-defined escalation processes are proactively invoked whenever progress is not occurring according to specified milestones.

Our flexible model gives you the option of establishing an expanded Helpdesk and Field Support network that allows calls to be logged by staff from multiple locations and time zones. This can improve resource utilization and streamline processes across your enterprise.

Proven expertise in remote call workflow management

If your enterprise has a multi-facility, multi-location, or global workforce utilizing a distributed client environment, establishing an efficient user helpdesk can yield significant productivity gains.

Drawing on worldwide experience in call center management, end-user support, and escalation management, TRG Services professionals collaborate with your IT staff to set up and operate diverse helpdesk functions. Take advantage of our proven expertise in call workflow management, triage, knowledge capture, trouble-ticket routing, problem escalation, and other key helpdesk-related functions to enhance the business return on your IT investments.

Your relationship with TRG can include optional level 2 and level 3 helpdesk support that eliminates the need to manage contractual escalation requirements with diverse hardware and software vendors.