The GridWay Help Desk is staffed by trained and certified technicians who are extremely dedicated, conscientious individuals. Mandated to provide the best customer service possible, our technicians are courteous and responsive to client needs.
Our Help Desk is the first point of contact for all service related calls. Clients can email, telephone or use our web portal to open a ticket. Our ticketing system is an important and essential tool for tracking issues and facilitating communication between Help Desk and the end user. We also have a strict escalation procedure in place to ensure that issues are resolved quickly to minimize disruption for the end user.
Technicians on our Help Desk are accustomed to resolving issues over the telephone and through remote access to client computers. While the majority of calls can be resolved remotely, there are occasions when an onsite visit is required. GridWay does not hesitate to send a technician to your site when needed. We feel it is important for clients to get to know our team and meet our technicians face to face when warranted. We wholeheartedly believe in a very personable approach and strive to get to know our clients well.
The GridWay Help Desk is an integral part of our Total Protection Program and the technicians are keenly aware of their responsibilities and obligations under the Agreement. They go over and above on a regular basis to ensure that clients are 100% satisfied with the service they receive.