Help Desk

In the early days of our firm, before we had the luxury of hiring lots of employees, we only had "field" techs.  Field techs are the technicians that head out to our client's offices and work on their networks and computers. In those early days, sometimes, it would be frustrating to be both a field tech and a client. Here's why.  If a field tech was onsite at a client location, and received a call from another client, the field tech was in an awkward position. You see, he can't really help two clients at once, nor can he be in two places at once. This situation also caused anxiety for our client, who's issue could not be resolved at that time.

So we got smart, and we created the Help Desk position. The "help desk guy" as he is affectionately known, is not a field tech, he is here in our office. He handles all inbound support calls, and provides remote support using our technology tools that allow him to remotely control our client's computers. Most of the time, the issue is resolved and the client gets back to work quickly.  If the help desk tech can't resolve the issue then he will escalate the issue to a field tech who performs an onsite visit to resolve the issue. Our help desk guy obviously has down time in between support calls, and he uses that time to get Microsoft Certified and to play with new technology and software. Overall, it is a pretty good deal.

Help Desk