When a problem is reported at the help desk, they try and resolve it right then. In the event that it can't be resolved by the person taking the call, or over the phone, a problem ticket is forwarded to our department.

Problems are assigned to technicians several times throughout the day, typically in intervals of less than 2 hours. Our technicians, as you can imagine, are responsible for many tickets at once, and their days are busy.

Still, since they repeatedly check their job queues throughout the day, they typically become aware of new jobs within a few hours, if not immediately.

Our technicians strive to make initial contact with the user the same day we receive the problem ticket, or within 4 business hours if the ticket was received in the afternoon.

Initial contact is typically made by telephone. If contact can't be made via telephone, voicemails are left with instructions on how to reach us, and we follow up with emails.