Service Desk Solution

Utilizing the power of Cloud Services, Premier IT provides your customer or end user with information and support, troubleshooting issues and providing guidance regarding your company’s products, services or software. Premier IT can also act as your Internal IT Help Desk, providing your employees assistance with their computer related issues. Premier IT offers Phone, Email & Live Chat support services to assist your customers or end users.

Design

24×7 Help Desk Center

Let us provide you a U.S. based and staffed, customized Help Desk team using ITIL-based best practices, without capital investment, staff retention issues, trouble ticketing system or infrastructure requirements. Have your IT staff focus on your business issues while we support your end-users around the clock.

Frontend & Backend Development

Live Technical Support Teams 24×7

We currently operate 24×7 Help Desk centers in Idaho, Nevada and Colorado that use ITIL compliant processes and advanced IT management toolsets. Over 90% of all Help Desk service calls are answered within 40 seconds (industry leading). Our Help Desk teams are organized by customer, so they become familiar with your systems and your people. Incidents are resolved by our remote services team or an on-site visit by one of our experienced engineers. We’ve got you covered.

Expert IT Professionals with a Broad Array of Skills

As users “Bring their own Devices,” (BYOD) and technology evolves does your IT Help Desk staff have the “depth” of skills necessary to support Office 365, mobile devices, virtualization, VDI, compliance requirements, security, and disaster recovery to name a few disciplines. Premier IT will work closely with your experts to learn your systems and be able to provide the proper level of support for your end-users.

24×7 Help Desk Services Include:

  • Calls answered by skilled technical support engineers 24x7x365, not an answering or dispatch service

  • Above industry average First Call Resolve (FCR) rate and < 40 second hold times

  • World Class CAN DO customer service commitment for every request

  • Our 24×7 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 status of tickets

  • Private label service and portal branding available

  • Dedicated Account Teams

  • Support for desktops, MAC’s, laptops, servers, MS exchange, VoIP sets and mobile devices

  • Support for multi-location environments, including most international locations

  • Tiered service level support with custom Service Level Agreements (SLA) requirements, are available

  • All popular operating systems, hardware and software platforms supported

  • Remote workstation management available, (including remote troubleshooting of MAC, Windows and Microsoft Office)

  • ITIL-based incident and problem management toolsets and processes utilized

  • Remote control license support

  • New machine setups and training if needed

  • New employee onboarding training and exit services

  • SSAE16 SOC2 and HIPAA Compliant

  • Change management and Configuration management support

  • Ability to manage multiple devices at various locations connected to multiple clouds and carriers

  • Incident and Problem management through an advanced trouble ticketing platform

  • Ticket management and vendor liaison for third party and carrier issues

  • Index logs for all critical IT services including remote access logs

  • Comprehensive customized monthly reports detailing key SLA metrics and 24×7 Help Desk response times



  • Features

    • US-Based Agents
    • Cost Effective Solutions
    • Complete Transparency

    WE'D LOVE TO HEAR FROM YOU!

    Whether you are looking for a basic answering service, inbound queue support, tier 1 technical support, or proactive client engagement with hosted web chat - we can help. Use our form, or contact us at 347-803-9257. We look forward to speaking with you!

    We are big
    enough to offer the facilities, services and expertise you need to run your entire IT

    We are small
    enough to provide the support and attention you deserve