IT Infrastructure Services: Incident Management

Incident Management
Developing a process for positive day-to-day service delivery is vital to providing a quality support experience for your end users. Both during and after projects are implemented to improve an IT environment, daily support delivery is the primary success factor for the IT delivery mechanism.

Single Point of Contact
The ARHD Help Desk is designed to provide a single point of contact for anyone in need of support. This takes the guess work out of the process. Whenever a user has a problem related to the IT infrastructure they contact the Help Desk by calling and clicking. From there, our Technicians will ensure that the request is handled in a timely fashion.

Customer Service
First and foremost, the Help Desk is a tool used to provide customer service to the end-user. We understand that the calls placed to our organization are always from people in need and we stay focused on getting the user resolution to their problem. Setting proper expectations and communicating updates and changes is a very important part of how we deliver service.

Technical Support
When a user contacts our Help Desk, they immediately reach a Support Technician with 5+ years experience and intimate knowledge of your infrastructure. ARHD is focused on employing talent that resolves Level I and Level II problems as quickly as possible. We empower our Technicians with the tools to get the job done right on the first call.

Team Approach
Each team at ARHD is comprised of several Help Desk Technicians. This allows us to provide an unparalleled level of continuity to the end users. When a call is placed, the user can be confident they will always get a familiar voice on the other end of the phone that can address their request.

Escalation
We strive to resolve as many incidents as we can on the Help Desk for you, however certain requests require additional levels of support or Project Management involvement. When this occurs, your team escalates your incident to our Technical Coordinator who is solely focused on facilitating resolution to escalated incidents. Just like our Help Desk is a single point of contact for end users, the Technical Coordinator is a single point of contact for our Help Desk to drive incident resolution to the proper channels for you.

Resolution
ARHD tracks an incident from inception through to resolution. We do whatever it takes to get the answers necessary to resolve any request that comes into the Help Desk. Upon completion, the user is alerted via automated notification from our tracking system that the problem has been resolved. For more complex problems, we reach out via phone to explain the resolution to the end-user.