We’d like to share with you this quarter a little more about how our company is structured. We have three core divisions within Help Desk Cavalry. An easy way to think of them are Remote Services (a.k.a. Help Desk Team), Onsite Services (a.k.a. Project Team), and System Services (a.k.a. Behind the Curtain Team). This month, we want to share a little more about our Help Desk Team. This is the team that you typically think of when you email or call into the Help Desk. They provide our clients with the fastest support possible when the Project Team is not currently working with the client on projects such as onboarding, upgrades, and new phone systems. Once a new client is onboarded, the Project Team hands the reigns over to the Help Desk Team. The Help Desk Team is primarily made up of our remote support personnel. We have a dedicated dispatcher, Tier 1, Tier 2 and Tier 3 technicians as well as a Help Desk Manager.
With the investment made on our remote management tools, over 90% of requests can be handled remotely from our office. This enables us to keep a core group of technicians in the office to resolve issues in a timely manner instead of travelling to each client’s location for any minor issue. That saves our clients the travel costs and as well as a lack of resources while technicians are travelling. However, if onsite support is needed, we won’t hesitate to dispatch that resource as well. While the Help Desk Team is considered remote, they are all located right here in our office. So, please feel free to come by and say hello any time!