We provide 24x7x365 help desk services for our clients via phone, secure remote connection as well as on-site user support if required. For our clients with a global user base that operate across time zones around the world, we are here to help. We understand the immense burden globalization places on your local IT departments. With offices in the United States and the Asia Pacific, ICE can provide 24/7 support that complements and supplements your in-house staff OR you can fully outsource the help desk function and on-site user support to us. Also, we can customize our help desk and onsite user support to meet your budget and business needs.
Our help desk services are staffed by experienced ICE employees in the Bay Area and in our Asia office, all fully owned by ICE Consulting. We invest significant time in providing technical and customer service training to our staff so we can provide clients like your firm with the highest quality customer service.
Advantages of ICE help desk services:
- 24x7x365 help desk services
- Customized and on-site help desk services, if required
- A dedicated or shared help-desk team
- Onboarding and off-boarding of employees
- Runbook development and documentation (outlining routine operations, etc.)
- Detailed development/maintenance documentation for your environment
- Enterprise-class ticketing system
- Weekly and monthly reporting that includes:
- Detailed ticket analysis
- Differentiation between incident versus problems
- Problem analysis
- Trend analysis
- Client Satisfaction Score (CSAT)
A Track Record of Success and Industry Recognition
Top 10 Most Disruptive
Cloud Solutions Providers
Top 10 Managed Security
Top 25 Life Sciences
CIO APPLICATIONS MAGAZINE
SOC 2 Certified
Less than 5% of MSPs have the prestigious SOC 2 Certification that helps ensure the security, confidentiality, and privacy of your company’s data.
Live monitoring, response, and support services—when and wherever you need it most.
97% Client Satisfaction Score
Based on more than 5,000 client reviews.
25 Years in Business
We have been providing Managed It services since 1997.