Gain 24×7 IT Services and Help Desk Support for Your Business or Organization

Essential Service Desk Support is designed for lower volume incident requirements for mid-sized organizations with a relatively predictable and manageable range of desktop support needs. Essential Service Desk Support will help your business run smoother and in a more cost-effective manner. OnX offers three levels of support depending on the nature of your end-users desktop support requirements:

  • Level 1 entry support for standard incident resolution such as desktop password and application reset
  • Level 2 advanced support for desktop diagnostic analysis and incident resolution
  • Level 3 proactive and custom desktop management with complete end-to-end support

All Essential Service Desk layers include Service Level Objectives, team lead support, easy-to-navigate portal for IT staff and self-serve portal for end users including remote desktop control capability.

Advanced Service Desk Support

Organizations with higher incident volumes or specialized support requirements can leverage Advanced Service Desk support to ensure ticketing and workflow procedures are built to your business users’ needs.

We start with a discovery phase to document and map your operational and escalation requirements and implement the systems and processes needed to support the enterprise as a whole.

OnX will serve as a single point of contact for all of your end users and our team of IT support specialists can perform the following:

  • Handle all incoming live or electronic contacts to the Service Desk 24×7
  • Create and triage new incidents in the Service Manager Support Software portal
  • Troubleshoot and resolve Level 1 and (optionally) Level 2 support issues remotely
  • Specialized application support and multi-lingual requirements
  • On-site support for problem resolution
  • Identify opportunities for service improvement
  • Measure customer satisfaction through electronic surveys
  • Provide on-demand dashboard reports and service desk metrics
  • Conduct monthly service desk reviews, with a focus on continuous improvement of the Service Desk
  • Perform quarterly executive-level reviews to review overall progress, strategic recommendations and future initiatives

Advanced Service Desk offering combines the latest technology, systems and best practice methodologies with exceptionally trained, certified, and experienced professionals to ensure your employee requirements are being addressed in a timely and effective manner.