Support-I.T.™ 24/7 Helpdesk Support

​Today the productivity and efficiency brought by new technology can have a large impact on your organizations success. However it is these same technologies that can present users with adoption challenges and technical issues that can cause road blocks.

The Jolera help desk services group operates and runs the Support-I.T.™ Helpdesk Support product line designed to be an all-encompassing or extension of your I.T. support strategy. Jolera’s help desk services group is the pillar of our offerings and designed to meet the constantly escalating demands of its user base.
24/7/365 Never Sleeps Support

​A true sign of any successful help desk services organization is the 24/7/365 availability of support. Jolera's commitment to being one of the best I.T. support organizations has followed by key investments in ensuring a 100% available help desk. Call, email, or online chat, are the key contact methods for our helpdesk team.

​“On demand, caring & committed support! ”
User Satisfaction Polling

​In the help desk services business it can be cumbersome and difficult to consistently gauge user satisfaction and experience. At Jolera we have designed our own rating systems that are quick and easy to implement in any organization and guaranteed not to overburden your users with answering multiple questions on a regular basis. Using the thumbs up or thumbs down rating strategy we have quickly been able to improve on the good and change the disliked.
  • Jolera recognized with the Gold Channel Elite Award for Best Service Organization.
    View Award
3 Tiers of Escalation

​Critical to a successfully running helpdesk is the triaging of support incidents and the quick resolution and escalation of tickets. Jolera's help desk services group has its own full complement of service representatives that have been able to consistently surpass industry standards for first call resolution (FCR). Our goal is to reduce the different support representatives that customers need to interface with and quickly resolve all incidents before SLA breach timelines.
Flexible Application Support

​Most Jolera customers have a unique or custom application that requires help desk assistance in supporting. With good documentation and training our help desk services group is prepared to learn and resolve issues that may arise from these unique customer specific applications. Our team is consistently training and adding to the list of supported applications, tools, and services - we welcome our customer additions.
Full Bilingual Support

​As a Canadian founded company Jolera believes in ubiquitous support across all provincial and global regions. This key trait has ensured our investment in bilingual support staff coupled with ticket management in English and French interfaces.
SLA Guarantees

​Managing and exceeding user expectations is a challenging task to juggle in our technology dependant workforce. To help clients understand the type of experience and response/resolution time’s users can expect we have designed 3 different SLA categories that can be mixed and matched across organizations. These SLAs are extremely aggressive and can only be matched by high performing help desk teams like Jolera's.
Onsite or Remote Support

​The Support-I.T.™ product is broken down into two main service categories. The first is our onsite team of tier 1 and tier 2 representatives. We encourage our customers to buy onsite services in bulk hours and preschedule the visits as needed. Tier 1 Support is focused on user interface and basic server maintenance while tier 2 is designed for advanced server maintenance and work. The other major category for Support-I.T.™ is the help desk services made up of three tiers (silver, gold, executive) that can be customized on a customer and user basis. The help desk services includes tier 1 - 3 escalation and uses our remote control tools to assist in connecting to complete troubleshooting and necessary work.
Full Ticket Management

​Key investments have been made over the past few years to upgrade our incident management tools to allow for better tracking of issues, pattern recognition, easy access to client portals, and great SLA tracking mechanisms. In addition to these key advances Jolera's ticket management tool also excels in thorough reporting that has allowed us to further evolve our team into the high performing group it is today.

​24/7/365 committed help desk services to support your business!
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  • As an international organization, Right To Play relies heavily on Jolera’s Helpdesk to provide IT coverage in all of our locations. They have made an effort to ensure that some of their best techs are on call overnight to serve the needs of our international colleagues, and on a weekly basis I often receive compliments to the service that these satellite offices have received from the Helpdesk staff.
     
    Denise Strong, Manager, Information Systems
    Right To Play
    As an international organization, Right To Play relies heavily on Jolera’s Helpdesk to provide IT coverage in all of our locations. They have made an effort to ensure that some of their best techs are on call overnight to serve the needs of our international colleagues, and on a weekly basis I often receive compliments to the service that these satellite offices have received from the Helpdesk staff.Denise Strong, Manager, Information SystemsRight To Playhttp://www.jolera.com/SiteCollectionImages/Client-Logos/rtp-logo.jpg
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