24/7 Support from Expert Technicians
With ITRM’s help desk service, our trained technicians can be reached quickly via call, chat session, or email. Our average help desk response time via phone is under 60 seconds; chat response times are less than 45 seconds.
We have several solutions related to our help desk platform. Our help desk ticketing tracks when a ticket is opened, what the issue is, and how it is resolved. Tickets are reviewed daily to ensure issues have been resolved in a timely and effective manner. We also have our Remote Monitoring and Management (RMM) solution that works in conjunction with the help desk team. Our help desk technicians are then made aware of any outages or network issues that may be affecting your business, as reported by the RMM team.
Your information, including printer configurations, drive paths, machine info, recent tickets, and IP number, is stored in a central database that can be accessed as soon as we receive a call. Our caller ID system puts us a step ahead, so we already know who you are and what your systems look like.
Supported Software and Hardware
- Microsoft Windows XP (Note: Microsoft discontinued support as of April 8, 2014)
- Microsoft Windows Vista
- Microsoft Windows 7
- Microsoft Windows 8
- Apple OS X 10.6 Snow Leopard
- Apple OS X 10.7 Lion
- Apple OS X 10.8 Mountain Lion
- Apple OS X 10.9 Mavericks
- Apple OS X 10.10 Yosemite
- Microsoft Office 2003
- Microsoft Office 2007
- Microsoft Office 2010
- Microsoft Office 2013
*Includes Word, Excel, PowerPoint, Access
- Microsoft Outlook XP/2003/2007/2010/2013
- Microsoft Windows Mail App
- Microsoft Office 365
- Google Apps
- Mac Mail
- Browsers
- Internet Explorer 7 and above
- Mozilla Firefox
- Google Chrome
- Safari
ITRM’s technicians and support staff receive continual training and have numerous certifications to make your help desk experience as effective and efficient as possible.
ITRM’s help desk support includes:
- Apple and Microsoft operating systems
- Virtual desktops and thin clients
- All email applications and internet browsers
- Microsoft Office and third-party applications
- Network support troubleshooting
- Printer/Copier installs and support
- Phones, tablets, and other mobile devices
- User and password administration
- Desktop and hardware performance problems
- Virus, spyware, and malware infections
Our certifications
Industry certifications that the ITRM Help Desk team carries.
