Help Desk Services

Let us provide you a Canadian-based and Canadian-staffed Help Desk team using ITIL-based best practices, without capital investment, staff retention issues, trouble ticketing system or infrastructure requirements. Have your IT staff focus on your business issues while we support your end-users around the clock.

GridWay’s Help Desk is staffed by trained and certified technicians who are extremely dedicated and conscientious. Mandated to provide the best customer service possible, our technicians are courteous and responsive to client needs. Our Help Desk teams become familiar with your systems and your people. These trained IT professionals use sophisticated processes and systems to resolve your issues quickly. You get quicker resolutions, less downtime, and more productive users. Incidents are resolved by our remote services team or in an on-site visit by one of our experienced engineers. Additionally, almost every one of our clients has reduced their IT Help Desk operating costs.

Gridway’s 24×7 Help Desk Service Includes:

• Calls answered quickly by skilled technical support engineers 24x7x365
• Exceptional commitment to customer service for every request
• Any combination of on-site or remote help desk services (staff augmentation)
• Access to your own secure self-service portal to request assistance and view status of tickets
• Dedicated Account Teams
• Support for desktops, Macs, laptops, mobile devices, servers, MS exchange and Office 365
• Support for multi-location environments across North America
• Tiered service level support with custom Service Level Agreements (SLA) options
• All popular operating systems, hardware and software platforms supported
• Remote workstation management available, (including remote troubleshooting of Mac, Windows and Microsoft Office)
• ITIL-based incident and problem management toolsets and processes utilized
• New machine setups and training if needed
• New employee onboarding training and exit services
• Change management and Configuration management support
• Ability to manage multiple devices at various locations connected to multiple clouds and carriers
• Incident and Problem management through an advanced trouble ticketing platform
• Ticket management and vendor liaison for third party and carrier issues

By leveraging GridWay’s 24×7 Help Desk service, organizations avoid spending time and resources on training, expensive trouble ticket systems, and support costs for PC, Mac, mobile, email, networks, servers and Office Suite application support. Our goal is to help your team leverage technology to be more productive. Instead of keeping up with the latest technologies (training budget) or hiring new IT staff skilled in a particular area (which may be hard to find) let GridWay provide you with the IT skills and support you need through our Help Desk service.

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.

When we monitor and manage your IT infrastructure we can react to Help Desk calls by quickly fixing the problem. So the GridWay Help Desk is an integral part of our Total Protection Program for Managed IT Services and our technicians ensure that clients are 100% satisfied with the service they receive.