Live Support Desk

Managed Support Desk has been a widely accepted best practice amongst larger corporations. In recent years and with the advancements in technology, small and medium sized businesses have also been able to take advantage of the many cost-effective benefits of the Managed Support Desk. It helps these industries deliver an assured service level to their end-user community while controlling costs. These services are typically provided by a Managed Service provider (MSP). An MSP has the staff and technology it can leverage across multiple customer accounts. The customer benefits since the MSP has a broader and deeper pool of IT talent than the customer would typically be able to cost justify on its own. The MSP benefits include utilizing these talented resources more efficiently and leveraging specialized network management tools.

This best practice has become a more cost-effective option, especially for medium-sized businesses. These businesses today have similar technology requirements to that of large corporations. As such, the medium-sized businesses can benefit from access to this broad pool of IT talent and specialized technology tools.

WCA approach to providing these services consists of the following elements: 

• Calls answered by skilled technical support engineers - Never an answering machine or type of dispatch service
• Live call answer by a trained support technician - Never dispatch desk to setup a support call back
• Our Help Desk professionals strive to exceed client expectations on every call
• Any combination of on-site, dispatched or remote help desk services (staff augmentation) 
• Access to your own secure self-service portal to request assistance and view the status of your tickets
• Integration with an in-house ticketing system available
• Dedicated Account Teams

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