IT Help Desk Support

Truly be there for your customers and business with solverASSIST's ITeS and IT Help Desk Support. We allow you to upgrade legacy systems and navigate the challenges of evolving interfaces and technology while maintaining exceptional customer service.

What Is an IT Help Desk?

IT help desk support is a centralized hub for assisting end-users with technical queries or issues related to your software, hardware, or IT services. Help desk support typically offers multiple levels of support - from resolving basic user-generated queries to tackling complex technical challenges - to ensure swift and efficient problem resolution. 

The goal of a help desk is to facilitate smooth and uninterrupted operations.

Do I Need IT Help Desk Support?

If you or your team find yourselves nodding along to the following questions, that is a strong indication your business needs IT help desk support:

  • Do we have employees in multiple locations struggling to know whom to contact for IT issues?
  • Have we experienced costly downtime recently due to the slow resolution of software glitches in our tracking or inventory systems?
  • Are employees reporting wasting time trying to resolve technical issues instead of focusing on their core responsibilities?
  • Do we operate specialized maritime software or machinery that regular IT support might not have the expertise to handle?
  • Do our ships operate in multiple time zones, requiring immediate IT assistance at any hour to ensure safe and timely deliveries?
  • Are we maintaining an in-house IT team only for occasional crises, thereby incurring high fixed costs?
  • Are we facing challenges in compiling IT incident reports required for maritime or logistics regulations and standards?
  • Is our business expanding, thereby necessitating a scalable IT support system that can grow with us?
  • Have we received customer complaints about delays or lack of real-time updates due to IT-related issues?
  • Would we benefit from identifying and resolving IT issues before they impact critical shipping schedules or warehouse operations?
  • In case of cybersecurity threats or major system failures, do we have a coordinated IT response plan to minimize disruptions?
Enhance business efficiency with IT help desk support

How can an IT Help Desk Support Benefit My Business?

  • Improves Communication. A help desk ensures that all user queries and issues are directed to one place, making it easier for you or your outsourced IT help desk partner to manage and resolve them.

    Imagine a shipping company where employees at various locations are experiencing issues with the tracking software. Instead of contacting different departments, they can simply contact the help desk, ensuring that the problem is documented and handled efficiently.

  • Faster Resolution Time. A tiered support system quickly resolves basic issues at Level 1, freeing up Levels 2 and 3 to focus on more complex issues.

    In a logistics firm, drivers might face a common issue of being unable to update their location in real-time. Level 1 support can quickly guide them through a standard troubleshooting process, allowing the Level 2 and 3 teams to concentrate on more complex networking issues affecting the whole fleet.

  • Access to Expert Assistance. Higher-tier support levels are staffed by specialists who can handle complex technical issues that lower tiers cannot.

  • 24/7 Support. An effective help desk offers around-the-clock support, ensuring that your customers’ issues can be resolved regardless of time zone or working hours.

    For a container ship that encounters an IT glitch affecting its navigation software, your help desk is available to assist immediately at any hour, ultimately ensuring the vessel's and its cargo's safety.

  • Cost-Effective. Outsourcing your help desk support can result in lower operational costs and free up resources for your core business activities.

    A small logistics company doesn't need to maintain an in-house IT department, which would involve additional hiring and training costs. Instead, they can use a centralized help desk service to handle all their technical needs at a fraction of the cost.

Why Choose solverASSIST for IT Help Desk Support

solverASSIST’s experts excel at resolving technical issues and providing prompt solutions, enabling your business to deliver superior service throughout the product or service lifecycle. 

Our approach harmonizes the right people, processes, and technology and aligns with the ITIL V4 service management framework for comprehensive support.

Our IT Help Desk is Customer-Centric

Set your business apart by taking care of your customers and prioritizing their concerns, as customer satisfaction lies at the heart of any successful business. By outsourcing to solverASSIST, you're placing the well-being of your customers in capable hands. You're choosing a partner dedicated to understanding and meeting your customers' needs. 

Our customer-centric excellence extends beyond issue resolution to encompass personalized interactions and proactive problem-solving. This is where long-term, positive relationships with your customers take root.

Our IT Help Desk Improves Your Operations

Efficiency is the cornerstone of operational success. At solverASSIST, we know this as well as you do. Our processes are designed to streamline and optimize your business’s workflows, as we believe in improving upon your processes while remediating current problems.

Our IT Help Desk Equips You for Digitalization

Outsourcing to solverASSIST means embracing cutting-edge approaches to IT Help Desk operations. Our expertise transforms your Help Desk into a streamlined, responsive, and technologically advanced support hub. Whatever digital trends come your way, your business and your help desk will be prepared for them. 

Our IT Help Desk Offers Technology + Industry Expertise

With solverASSIST, you're not just getting technical support; you're gaining a strategic partner that understands the maritime and logistics industries inside and out. Our unique blend of sector-specific knowledge and cutting-edge technology expertise allows us to offer tailored solutions that address your distinct challenges. 

Let our dual experience be your advantage.

Our IT Help Desk Supports Your Employees

Your team is busy, customers are impatient, and you have an organization to run. For the sake of your employees’ well-being (and your business’s efficiency), rely on the experts to manage your IT help desk operations. You’ll be able to boost your team’s morale and customer satisfaction simultaneously.

Our Approach to IT Help Desk Support

solverASSIST’s IT help desk support service keeps things simple yet effective with a levels system. Well-versed in up-to-date IT Service Management tools such as ServiceNow and Jira, our team is proficient in swiftly diagnosing and remedying issues that could disrupt your end-user's experience with your product or service.

  • First-Level. At this level, we handle inquiries from employees, customers, or any end-users.
  • Second-Level and Third-Level. These tiers focus on resolving technical issues tied to your software or IT framework. 

solverASSIST stands apart by offering industry-specific solutions, particularly for the maritime and logistics sectors. We align with the ITIL V4 framework and provide 24/7 support.

Our expertise ranges from resolving basic software glitches to complex networking issues, including those specific to maritime software and machinery.

Yes, we offer around-the-clock support to ensure problem resolution regardless of time zones or operational hours.

We employ a tiered support system, ensuring that basic issues are resolved swiftly at Level 1, allowing more complex issues to be tackled by higher-level specialists.

Absolutely, outsourcing to solverASSIST can result in significant operational savings by eliminating the need for an in-house IT department.

solverASSIST complies with all necessary data protection regulations and employs advanced security measures to safeguard your information.

Yes, solverASSIST's services are designed to grow with your business, providing a scalable IT support system.

solverASSIST not only resolves existing problems but also focuses on streamlining and optimizing your business processes for improved efficiency.

We are proficient in up-to-date ITSM tools like ServiceNow and Jira, allowing us to diagnose and remedy issues swiftly.

Give Your Customers Superior IT Help Desk Support

Ready to stop juggling tech headaches so you can focus on steering your maritime or logistics business to success?

solverASSIST doesn't offer just any IT Help Desk Support. We're the co-pilot you've been looking for - fluent in the language of shipping, tracking, and inventory systems. We've got the tech wizards who speak 'supply chain' and 'maritime regulations,' ensuring your unique challenges get personalized and industry-smart solutions.

Outsource your IT help desk to us. Let our team work around the clock so your fleet stays on course and your customers remain happy.

Contact solverASSIST for a free consultation.