Help Desk

Eclipse Integrated Systems, Inc helps ensure your company's productivity is always at its highest level by answering your IT-related calls, responding immediately to the caller's question and working with the caller to troubleshoot the problem if necessary. If we can't resolve the issue, we will follow the predefined escalation process to ensure the incident is resolved to your satisfaction.

• Improved Response Time
  
  Eclipse Integrated Systems, Inc strives to maintain the highest standard of service level metrics such as 1st call resolution, average speed of answer and abandonment rate. All measurements are reviewed and managed on a daily basis.
  
  
• Expert Support Model
  
  Eclipse Integrated Systems, Inc builds a support model based on the concept of a Subject Matter Expert (SME). The SME gathers initial data from onsite interviews and an analysis of the technology your company employs. An up-to-date knowledge database of customized applications and infrastructure is then created for the help desk technicians to use when they receive calls. A root cause analysis of the problem is always performed and the knowledge gained added to the database for quicker resolution of recurring issues.
  
  
• Round-the-Clock Support
  
  Eclipse Integrated Systems, Inc can provide certified technician support for your IT issues 24-hours per day, 7 days per week, 365 days per year - if needed.
  
  
• Comprehensive Reporting
  
  Our eSupport portal allows 24-hour access to your service database. You can run your own reports, review trends, track problems, view your account balance and read technician notes.