Helpdesk Services

Tap into AIS for IT Solutions, Services, and Support

AIS delivers a wide range of technology solutions, managed services, and consulting services that allow businesses to compete in today’s market. Whether deploying AIS solutions or other best-of-breed tools, the experienced, reliable AIS team delivers projects on time while streamlining IT services.

ITIL-Standardized Support Primarily for End-Users. As the majority of tickets are resolved remotely the AIS Helpdesk can make on-site visits more efficient because more preparation can be done with more information available to the engineer. Often including, but not limited to Desktop and user support, Equipment, software, and Standard Operating Procedure (SOP) documentation, Break/fix troubleshooting, maintenance and monitoring, and Installation of hardware, software and peripherals.

Advantages to working with

AISLabs

Live Support, 24/7

Work late? Work early? Work weekends? It doesn’t matter. Anytime you run into a problem with your technical equipment, you can give our team a call.

Swift Issue Resolution

Our Help Desk is staffed by experienced technicians capable of resolving desktop and network-level issues. When you call, you can count on receiving reliable top-tier support.

Customer Recognition

Each time one of your users calls the Help Desk, our technician automatically sees your unique customer profile so we can move more quickly to correct your problems.

Expert IT Support - When You Need it, How You Need it, Where You Need it.

Located in the U.S., and staffed by knowledgeable and well-trained IT customer-care specialists, our IT Help Desk is ready and waiting to quickly address your needs.
Whether it’s a device, a software issue, or a problem with your network, our team will stick with you until a solution is found. From the moment your call is answered, you’ll know you’ve got the right person on the line and that you’re our top priority. So go ahead. Put your frustrations on hold … and bring your technical problems to us!

Efficient Problem Resolution

Proactive Care Maintenance

Not every support issue can be called a catastrophe…until it prevents you from being able to do your job. We’re here to help you stay ahead of the curve, so you can focus on growing your business – and to do so, we’ve adopted a proactive approach to network monitoring and IT maintenance.

That’s why our help desk is a seamless extension of our remote monitoring platform. So when you call to report an issue, there’s a good chance we’re already aware of the problem you’re experiencing – and are actively working to resolve it.

Our technicians receive regular training, coaching and quality review to continuously sharpen their skills, and they’re backed by a team of professional supervisors and managers to ensure consistency and unmatched service delivery.

Skilled and Certified Technicians

Full Problem Resolution Expert Customer Service

The align world of IT, problems happen. Computers crash, passwords are lost, email stops working, and the list goes on. And without proper technical support in place, these problems can bring your business to an abrupt – and potentially damaging – halt.

With the AIS Help Desk, you can enjoy peace of mind knowing that our certified technicians can quickly and efficiently resolve even your most complex technical problems.

Professional Supervision and Management

Help Desk Training Quality Assurance

Each Help Desk team member starts with a rigorous training program, during which they’re trained on how to most efficiently isolate and remedy issues faced by end-users. New hires are trained not only on systems they will use, but also on the various systems that end-users and MSPs will use.

Every Help Desk employee is expected to meet specific requirements outlined by the robust training program before they are ready to service any clients. Additionally, consistency is measured through ongoing Quality Assurance evaluations, in order to ensure that the team member is fully prepared to meet all of your needs.

An ongoing training program is also in place to ensure that both new and existing members of the Help Desk are consistently meeting a baseline of excellence. As technology advances, ongoing training for Help Desk technicians allows all staff to stay ahead of the curve. By setting standards for performance and customer service, we can ensure a consistent skill level and constant growth in technicians’ abilities.

How We stay ahead of our Competitors

Quality Assurance

Ensuring consistency in service quality, our QA program records all interactions to maintain a high standard of customer care. Identifying areas for improvement, ongoing training enhances our technicians' skills and ensures top-notch service. We prioritize understanding and managing risks to provide the best customer experience.

Efficient Knowledge Sharing

Our team-based approach to knowledge management ensures accurate documentation is easily accessible. Capturing and reusing knowledge allows for quick issue resolution. By identifying and filling informational gaps, we continuously improve our knowledge base and enhance the customer experience.

Optimizing Resources

Through the use of cutting-edge technology, our workforce management team ensures seamless availability of resources for our clients. Forecasting call volume and appropriately staffing the Help Desk maximizes efficiency. Planning for disruptions aligns our priorities with long-term business strategies, providing reliable service.

Ensuring Consistency

Our quality assurance program promotes consistent service that meets a high standard. All calls and ticket notations are recorded, to ensure that all team members are consistently meeting requirements. This also ensures that all technicians are accurately displaying the reverence we have for each caller.

The QA process is designed to identify strengths as well as areas of improvement. The identification of service improvements leads to ongoing training to ensure that all team members meet the needs of our clients. Ongoing concerns are addressed by managing and understanding discrepancies or risks and their origin – and performing additional training as necessary.

Knowledgebase Management

There is a constant need for accurate documentation to be available at our fingertips. Knowledge Management requires a team-based approach to ensure the knowledge on the Help Desk is shared, available, and regularly reviewed to provide the best customer experience.

The primary function of the Knowledge Management process is to capture and reuse knowledge and information. Knowledge Capture occurs through experiences while working on an issue, and knowledge can be increased by identifying and filling informational gaps. When lapses in knowledge are found, it is the role of Knowledge Management to create new knowledge and make it available for use.

Workforce Management

The primary function of Workforce Management is to use the most up-to-date technology to ensure consistent availability of resources to all Help Desk clients. The WFM team forecast call volume using historical data, and in turn appropriately staff the Help Desk for maximum availability. Planning ahead for changes or disruptions allows the Help Desk to align priorities and objectives with the long-term business strategies of our customers.

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