HELPDESK & FIELD
SERVICES SOLUTIONS
Service all your Global Business Locations and Remote Staff with 24/7/365 Support
Support IT™ is Jolera’s award-winning global service desk team available 24/7/365 in multiple languages.
Both our help desk and onsite services are staffed by a carefully curated team of technical support experts. Our team’s goal is to provide an exceptional service experience to customers of any size.
We offer full turnkey support desk services for an entire organization or can customize our offering to specific applications, locations, or countries.
A modern IT Service Management (ITSM) Solution to help your clients focus on their business!
Our award winning technical support services are available globally, in multiple languages, 24/7/365. Help Desk and Field Services solutions are managed by a team of technical support experts, with a goal to deliver an exceptional service experience to customers of any size. Access to industry-leading tools and innovative training allow our experts to deliver modern ITSM solutions that focus on unique customer needs.
*Effective FCR adjusted for uncontrollable factors that disallow the potential for resolution at the first contact.
User Supported
%
FIRST CALL RESOLUTION*
LIVES IMPACTED
The MSP for MSPs
Becoming a Partner is Easy – Start as Early as Today
Onsite and Remote Hands-On Assistance
Our robust processes, highly competent technical team and technology tools are leveraged together to offer incomparable service guarantees. As part of our service, we offer MSPs and channel partners technical support remotely for all inquiries or onsite global dispatch services.
Multilingual Help Desk Support
We help MSPs and channel partners serve more than 50,000 users globally. With our first contact resolution (FCR) sitting at an astonishing high value of 92% you will have your staff back work quickly. One of the key reasons we can do this is because we assign you the correct support individual to immediately resolve issues. You can receive support and view ticket interfaces in the following languages: English, French, Portuguese, and Spanish.
Ticket Management with SLA
No matter how the end user connects with our help desk team, the entire process is tracked every step of the way. Our time enforced SLA ensures that you experience a significantly reduced resolution time. Track ticket management using our customer ticket dashboard to view automated status reports with feedback ratings.
Flat Fee User Pricing
One of the challenges MSPs and channel partners deal with is finding ways to help the businesses they support obtaining a secure and stable IT infrastructure. Access to a premium-level help desk service that understands the powerful user support demands of applications at a reasonable cost. The advantage of the Support IT™ platform is that the pricing structure is based on a fixed monthly rate per user and our support services can be utilized as much as needed.
Jolera offers MSPs and IT solution providers exactly what clients are looking for – the next generation of managed services. Fully equipped with experienced industry experts, Jolera offers products designed for all of your security, cloud, management, and migration needs. By partnering with Jolera, you will receive more than two decades worth of IT and management expertise in your next service package helping you to dramatically improve your overall customer experience.
Additional Benefits of Support IT™
Receive these added features when you use our Help Desk service
FLEXIBLE APPLICATION SUPPORT
HELPDESK INTEGRATION
SOC 2 COMPLIANCE
OFFICE APPS SUPPORTED
THREE TIER SUPPORT
USER SATISFACTION POLLING
Frequently Asked Questions
How many tickets can a user open with Support IT Silver?
There is NO limit on the number of tickets you can open for this solution.
What are the operating hours for this service?
We operate 24/7/365. We’re a team that never sleeps!
What are the languages you can support?
You can receive support and view ticket interfaces in the following languages: English, French, Portuguese and Spanish.
With regards to LOB applications e.g. Salesforce, as part of adding a new user to the org, that user needs a new login account for it. Can the service handle account creation in those systems?
Yes we can, however, process documentation for fulfilling such requests would be required and captured during the onboarding stage.
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