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Service Desk Support
Services > Communications > Managed Services > Service Desk Support

Black Box Network Services operates service desks strategically located throughout North America with uninterrupted, 24/7, US-based, live-agent support. Our service desk commitment to quality is evidenced by our IT Service Management ISO/IEC 20000-1:2011 certification.

Our systematic methodology takes a proactive approach designed to reduce network downtime and expedite resolution. Our goal is to provide you with the best value for complete management of your communications systems.

Features of 24/7 Service Desk Support:

  • Reduce support call duration and volumes
  • Increase productivity
  • Enable staff to focus on core business projects
  • Identify root problems to eliminate recurring incidents
  • Track performance against service level agreements
  • Identify business areas and processes affected by incidents
  • Consolidate the ticketing system with detailed asset, configuration, and service-level data
  • Live-agent online or phone support
  • E-Bonding interface between your ticketing system and ours
  • Provide real-time updates
  • Service level compliance and management escalation
  • Automate incident and problem management processes
  • Reduce operational costs
  • Increase availability of business-critical systems

Black Box provides you with a Single Point of Contact (SPOC) to ensure that all processes and quality standards surpass your expectations, and to partner with you to assess your current and future technology needs. Our SPOC’s primary responsibility is to be there for you.

We offer four Service Desk Support options:

Basic Call Center Support
This is our most economical option. It gives you budget-friendly expert support and guidance. It includes:

  • Off-site
  • Intake of customer's information
  • Log and track calls
  • Provide guided escalation to defined support teams
Tier 1 Support
For additional support services, choose our Tier 1 Support. It includes:

  • Off-site or on-site
  • Intake of customer's information
  • Log and track calls
  • Provide guided escalation to defined support teams
  • Provide entry-level technical troubleshooting and analysis
  • Identify and analyze symptoms
  • Determine root cause
  • Provide guided escalation to defined support team(s) or Tier 2 support
Tier 2 Support
For remote and on-site support, choose Tier 2 support. It includes:

  • Off-site or on-site
  • Track and journal calls
  • Provide advanced troubleshooting and analysis
  • Replace or repair hardware
  • Perform remote diagnostic testing
  • Determine root cause
  • Provide guided escalation to defined support team(s)
Tier 3 Support
For the most extensive support services, choose Tier 3 support. It includes:

  • Off-site or on-site
  • Track and journal calls
  • Expert-level technical troubleshooting and analysis
  • Replace or repair hardware
  • Perform remote diagnostic testing
  • Determine root cause
  • Provide guided escalation to defined support team(s) or manufacturer
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Black Box 1-877-877-2269 Black Box Network Services