Help Desk Services

The IT Help Desk serves as the initial contact point and the face of the Information Technologies (IT) Department, playing a pivotal role in shaping the users' experience and perceptions of Information Technology (IT) support. A favorable encounter with the Help Desk can significantly boost user satisfaction and confidence in Information Technology (IT) services, highlighting the need for prompt, polite, and effective support. Through quick problem resolution and exemplary customer service, the Help Desk is instrumental in upholding the organization's productivity and cultivating a culture of helpfulness and readiness to respond.

Common Tasks Handled by IT Help Desk

The IT Help Desk is tasked with a wide array of responsibilities that offer the smooth operation of an organization’s technology infrastructure. Among these, some of the most common queries include:

At Intrada, we firmly believe that the Help Desk is not just a support function; it's where the Information Technologies (IT) battle is won or lost. Our approach is fundamentally centered on the customer experience, with a deep understanding that most users are not computer literate. In recognizing this, our Help Desk professionals are not only equipped with technical knowledge but are also trained in clear and empathetic communication. We strive to demystify technical jargon, making technology accessible and understandable to all employees, regardless of their Information Technologies (IT) proficiency. This philosophy ensures that every encounter with the Help Desk empowers users, increases their confidence in utilizing technology, and reinforces the trust in our ability to resolve any issue promptly and effectively. By prioritizing user-friendly interactions and focusing on the human aspect of Information Technology (IT) support, we aim to foster a positive technological environment that supports productivity and innovation across the organization.

How are Help Desk Services Delivered?

Our Help Desk services are delivered using state-of-the-art Management Software and Remote Control tools, enabling our team to provide swift access to resources and address issues in real-time. These technologies allow us to remotely diagnose and solve problems, often without the need for in-person intervention. However, despite the advanced capabilities of our software solutions, we recognize the irreplaceable value of personal communication. Therefore, a significant portion of our support is provided through traditional phone calls, allowing our team to engage directly with users, understand their concerns more deeply, and tailor our assistance to their specific needs. This blend of high-tech tools and personal touch allows every user to receives the most effective and satisfying service possible, combining the efficiency of modern technology with the nuanced understanding that comes from real human interaction.

Are Help Desk Services Available to Support our Information Technologies (IT) Team?

Yes, Intrada's Help Desk is fully equipped to support current Information Technologies (IT) departments by taking on what we term as "level 1 items." This encompasses a range of basic Information Technology (IT) related queries and issues that tend to consume a significant portion of the daily workload. By entrusting these tasks to our Help Desk, internal Information Technology (IT) staff members are afforded the freedom to redirect their focus towards more complex projects and system upgrades. This strategic division of labor enables the internal Information Technologies (IT) team to channel their expertise into areas where it's most needed, ensuring that larger, strategic Information Technologies (IT) initiatives can be pursued more vigorously and efficiently. Our support effectively broadens the capacity of your existing Information Technologies (IT) department, enhancing its ability to drive technological advancement and innovation within the organization.