Core Competencies - Enterprise Management

Successful information technology (IT) networks require more than solid design; they also need effective technical support and quality customer service. InquisIT offers our customers world-class helpdesk services, from timely troubleshooting resolution to customer-tailored help desk solutions. These services are available with a 24/7 support staff.

In every effort to adapt our help desk solutions to our clients and their changing environment, InquisIT believes metrics are vital to measure overall effectiveness. InquisIT uses as key performance indicators such metrics as call volume, call queue times, first contact resolution rates, and overall resolution rates to improve help desk performance.

To increase responsiveness and improve customer satisfaction, InquisIT assigns resources following a three-tiered progressive approach:

Level 1:   Technicians staff a call center that processes email and phone calls, and act as the initial point of contact for all network users. Most issues, including password resets, account lockout, and application troubleshooting, are resolved during initial contact or shortly thereafter. Unresolved issues are escalated to Level 2 or Level 3 from the Level 1 staff for further troubleshooting.

Level 2:   Technicians at this level assist customers, remotely or desk-side, with issues requiring additional troubleshooting and support. This level of the help desk is generally responsible for new workstation installation and configuration, hardware maintenance and repair, and other functions requiring additional responsibility.

Level 3:   Engineers provide advanced support for problems that impact multiple users, require complex troubleshooting and vendor support, or involve network and server resources. Level 3 engineers are also responsible for maintaining the software, hardware, and infrastructure that enables network functionality.

Network Daily Operations & Administration: While supporting daily operations, InquisIT help desk personnel strive to constantly improve network throughput. Some of our specialties include: