Welcome to Our help Desk
What We Do
Our Service Desk is the first responders for all IT incidents.
Expertly Trained Technicians
Our technicians are trained to troubleshoot, escalate, and resolve tickets while keeping our customers updated via our ticketing system.
Purpose of Service Desk
Our Commitment to Quick and Efficient Support
At Green Buffalo, our purpose of the service desk is to be the first responders to all IT incidents, providing quick and efficient support to our customers.
Trained Technicians for Timely Resolution
Our technicians are extensively trained to troubleshoot and resolve IT incidents, following a workflow to ensure a quick resolution.
Meeting Our Service Level Agreement
We are committed to meeting our Service Level Agreement, which guarantees a response within 12 hours for all support tickets.
Detailed Ticket Tracking
Our technicians will keep you updated throughout the support process, tracking the ticket until it is resolved or escalated to our escalation team.
Monday-Friday Availability
Our service desk is available Monday through Friday, ensuring that your IT incidents are quickly taken care of during regular business hours.
Understanding Our Technician Workflow
Workflow of Our Technicians
Our highly skilled technicians are trained to follow a specific workflow to ensure efficiency and quick resolution of all IT incidents. This process includes intake, troubleshooting, escalation, and resolution.
Intake
Our technicians will intake all IT incident requests through our service desk, transforming them into tickets that will be responded to within our standard 12-hour response time.
Troubleshooting
Once the ticket is received, our technicians will immediately begin troubleshooting to diagnose the issue and determine the best course of action for resolution.
Escalation
If the incident cannot be resolved by our technicians, it will be escalated to our specialized escalation team who will work diligently to find a solution.
Resolution
Our technicians will work tirelessly until the IT incident is fully resolved, with the goal of minimizing downtime and disruptions to your business operations.
What’s included with Help Desk Support?
At Green Buffalo, our help desk team acts as the first line of support for end users. We have a service level agreement in place to ensure prompt response to every request. Our team troubleshoots issues and escalates them if needed, keeping clients updated throughout the process. The primary function of our help desk is to efficiently document and communicate with clients to provide timely resolutions to technical concerns.
Ready to take your IT needs to the next level?
F.A.Q.
Frequently Asked Questions
Get answers to commonly asked questions about our Service Desk.
What is the purpose of our Service Desk?
Our Service Desk is the first line of response for all IT incidents, with a goal of resolving them efficiently.
How does our Service Desk handle IT issues?
Our trained technicians use a workflow to quickly troubleshoot, escalate, and resolve IT issues while keeping you updated.