On-Site Service Desk

Service Image

IntelliNet provides on-site service desk engineers to support our client’s internal service desk.

Experienced with a variety of ticketing systems, our service desk engineers quickly familiarize themselves with your environment and trouble ticketing software. They provide friendly, knowledgeable first-contact support and work to resolve issues quickly.

IntelliNet Service Desk professionals will respond to each user notification as follows:

  • Answer inbound calls and emails from client
  • Enter user information/issue into trouble ticket system
  • Follow predefined remediation processes
  • Follow predefined escalation processes
  • Track trouble ticket throughout the mean time to repair (MTTR) process
  • Close ticket after issue resolved
  • Generate standard trouble ticket reports