Helpdesk and Technical Support Services
Our Helpdesks are staffed with experienced and knowledgeable staffs that have remote tools to allow them to troubleshoot, diagnosis, and resolve most problems over the phone or across the network.
All issues are tracked in a web-based ticket system available for customer tracking and reporting. Remote notifications are available for off-hours response. Helpdesks are always staffed with multiple members so technicians can be dispatched to customer site when needed.
We also have helpdesks at customer premise in Huntsville and Kentucky. Helpdesk hours can be determined by the customer, but are typically 7:00 AM to 6:00 PM Central Time.
Requests are made via e-mail, phone, or a web-based ticket interface. Request can be worked, tracked, and resolved by Trevorn technicians regardless of their location. When a ticket is opened, the ticket is automatically assigned a ticket number for tracking. The ticket information is automatically emailed to the requestor along with all updates throughout the life of the ticket. All correspondence and ticket history is saved in the ticket for review later. Quarterly, Monthly, and weekly reports are available to the customer on ticket statistics.