Essintial Service Desk Offerings
We leverage IT Service Management (ITSM) as the foundation for our Service Desk practice & help desk offerings, governing the processes & activities our customers require, when they require them. Essintial's Service Desk is made of of the four foundational steps of our overall methodology: incident management, resource management, service event management and technical support. And, with Pennsylvania-based, dedicated 24x7x365 coverage, we're here anytime you need us.
Our incident management team serves as the first responders to customer issues. They work with each customer in order to open service event tickets and ensure they are quickly and efficiently routed to the correct specialist, based on unique account requirements. They also work with customers to obtain approval for time and materials work and interface with customers to verify contract status and event codes.
Levels 2 & 3
With an average of 33 agents per shift during the week and 19 on weekends, our Technical Assistance Center is available to customers 24x7x365 and serves as the control tower for the field. Resource managers match on-site technicians and resources to service events using Essintial Preferred Technicians and ensures the right tech with the right skill set is sent to the right location in order to meet strict customer SLA requirements. Service event managers then work with the customer and are responsible for all metrics, satisfaction and compliance.
Our Technical Support team is in place to back up the on-site technicians. This group of highly trained and experienced individuals are our in-house subject matter experts with tier 3 expertise — including OEM-training. This group serves as the point of contact for all technicians in the field and owns all escalated technical issues, ensuring the on-site technicians get the suppor they need to finish the job correctly the first time.