Help Desk Support Services: Common Support Issues in Boston

At Synivate, we are known for the many services that we provide to our customers in the Greater Boston area. In particular, our remote monitoring and management services have been instrumental in supporting customers as they grow, expand, and increase their use of technology to support their organization. However, there are certain situations where remote services cannot replace the direct advice, support, and benefits of an IT professional. Our Help Desk Support and Onsite services can help you keep it all under control without having to hire, employ, and budget for in-house IT staff. Having the ability to speak with an IT professional about questions surrounding software applications, hardware purchases, and security concerns can provide you and your team with the support you require 24 hours a day, seven days a week.

What Does Help Desk Support Do?

We employ a team of highly trained and experienced technicians who work around the clock to provide our clients with IT help desk services and onsite support issues in Boston and the surrounding area. When you need immediate answers to questions or search for solutions to problems, it pays to have someone you can call that you already know and trust. When you are not available, your staff needs to know who they can contact with essential questions or if they notice issues that could negatively impact your business. Regardless of the industry that you serve, the size of your business, or if you even have employees working remotely from home, our help desk support and Greater Boston onsite support services can help you to take care of it all.

Studies show that professional IT help desk services can keep a company on track and focused on the task at hand rather than being distracted and diverted by technology support questions and problems. Instead of having your managers or team members deal with your staff's questions or concerns, having them contact Synivate directly for help desk support can streamline the whole process. Our team has the knowledge, experience, and familiarity with your system to provide you with the best possible solutions and the fastest results. Our goal is to ensure the continued safety and security of your IT environment, and dealing with support issues in Boston as they occur is the best way to do that. When your team needs answers, we can provide trusted support 24 hours a day, seven days a week.

Four Levels of Support

If you do not have any experience working with help desk support, it is essential to know what you should expect. This service is designed to reduce frustration and downtime while ensuring you and your team stay focused on productivity. Our IT technicians can help with any type of technical problems to ensure you and your team get back on track without a significant delay. When you contact our IT help desk services, your request will be categorized into one of four distinct levels. The higher the level, the more complex the problem will be to solve. This is not just here at Synivate, but most help desk support services tackle support issues in Boston and the surrounding area in the same way.

• Level 1 – Available 24 hours a day, seven days a week. Any technician on our team can assist with this type of request. After gathering information from the client, we will analyze the data to determine the best solution. Common issues that fall into this category include basic connectivity issues, resetting passwords, and email troubleshooting problems. If the case is deemed more complex, it might be reclassified to Level 2.
• Level 2 – More challenging issues fall into this category, including "known" and "unknown" issues. In some cases, the issue may need to be reclassified as a Level 3 if the problem is new to the client or "unknown" in the database. Software application issues and computer meltdowns are typical problems that fall into this category.
• Level 3 – Issues that get reclassified to a Level 3 support issue typically have already been a challenge when it comes to locating a solution. More advanced and experienced IT technicians will be needed to work on this issue, such as our networking specialists.
• Level 4 – The highest level of support issues in Boston, the problems that typically fall into this category are incredibly complex or involve work with multiple products, tools, or vendors outside of the organization. It is essential to know that not all help desk support vendors provide this type of service, as it demands a team of extremely advanced tech support providers.

Boston Onsite Support Services

Synivate can offer you and your team all of the help desk support, monitoring, management, and onsite support services necessary to keep your business technology running smoothly, safely, and securely 24 hours a day, seven days a week. Whether you require onsite services, such as addressing an issue with a wireless router or installing new hardware onsite, Synivate can help. We offer a wide range of support services designed to address our customers' needs, including security threat analysis, employee education, vulnerability assessments, and other more complex IT problems. Contact our team today by calling 617-848-1248 to discuss your need for IT help desk services in the Greater Boston area.