Support & Management
The help you need, right when you need it
The daily task of managing end-user IT support requests is critically important and requires a reliable response and accurate resolutions. With CIO Solutions Managed Services, users have access to our skilled IT support technicians whenever they need help!
CIO Support is a unique system made up of friendly, professional technicians. It is designed to solve issues quickly, provide effective daily maintenance, and get you back to work.
No more using internal resources to keep track of IT requests, frustrating recurring issues with temporary solutions, or waiting for your turn as a single technician sorts through a backlog of requests. With CIO support, you and your team have access to a whole system of friendly, effective resources.
REDUCE DOWNTIME & INCREASE PRODUCTIVITY
Our World-Class Help Desk: CIO Support
RAPID RESPONSE, DEDICATED CLIENT TEAMS, AND FIELD SERVICES
If not designed properly, one of the biggest beneﬁts of working with a large IT provider can also be one of the biggest challenges: its size.
Working with a managed service provider gives your business access to many more resources than a small, one-man-band. However, if not structured properly, clients can feel like a number. The sense of familiarity can be lost.
We recognize this and designed a unique system of support to provide the best of both worlds: the familiarity and intimacy of a small, local firm, with the expertise and resources of a large organization.
CIO Solutions Support is unique in its design
Through Intelligent role division, we focus on two main goals: Outstanding Customer Experience and First Contact Resolution
CIO Support is divided into two parts:
- This team is designed to manage standard support requests
- These requests typically have quick resolutions and require standard troubleshooting
- Some examples include: password resets, email issue, account locked, printer not working
DEDICATED CLIENT TEAMS
- For requests that require more in-depth, complex familiarity with your unique IT environment, we have our Dedicated Client Teams (DCTs)
- Each CIO Solutions client is assigned to one of our 3 DCTs
- These teams include: a supervisor, a technical lead, field technicians, a team of engineers, and an account manager
How We Keep You Productive
THE HELP YOU NEED, RIGHT WHEN YOU NEED IT
Each support request, regardless of how it comes in, is treated with the same level of customer service and professionalism that our clients have come to expect.
When you contact us, you’re connected immediately to our Rapid Response Team. For standard requests that can be solved by regular troubleshooting processes, this team will tackle the issue and get you back on your way.
If it is a more complicated issue that requires intimate knowledge of your IT environment, your dedicated client team will take it from there! This team knows your system in and out. They focus all the necessary resources on it to get the issue taken care of.
By dividing support resources in this way, we are able to:
- Rapidly resolve standard requests
- Dedicate a team of resources to each client
- Increase technical insight into unique client environments
- Strategically organize support requests
- Enhance response time
IT Support and Your Business Productivity
What Clients Are Saying:
Process was fast and support staff did Great Job! walking me through remote access. Staff was nice and friendly and was willing to answer my questions. Really satisfied with service..!!
Adrienne Silva was very helpful in guiding me through the steps to set up video conferencing programs on my laptop so that i can use via the cloud for my clients. Adrienne was very patient and knowledgeable. She was quick to solve my issues.
REDUCE DOWNTIME AND INCREASE EFFICIENCY
We’ve all been there; something isn’t working, and you spend all day waiting for a reply from tech support, unable to get through. When you finally do, you spend the rest of your day troubleshooting the issue. Many businesses underestimate the impact that support can have until that situation occurs. Getting the answers you need quickly can be the difference between a productive day, and a wasted one.
With CIO support, your team has a direct line to a solution. No more routing support requests through an internal resource who will then pass them along to the IT provider. No more waiting for your turn while a single technician works through a backlog of requests.
Dedicated support with effective results won’t just reduce your downtime. It will increase your efﬁciency, reduce frustration, and free up your internal resources to do what they do best; their jobs.
Ready to reduce your downtime and increase your productivity?
Request a free consultation!