Keeping end-users productive is one of the most challenging issues facing IT in a company of any size. Expectations are higher than ever for availability and accessibility to a company’s applications and data. Shamrock Technology Group recognizes that a small issue can escalate into a significant problem due to the manner in which a technical specialist responds, not just from a technical perspective, but from poor communications or poor expectation setting.
STG’s Help Desk ticketing system serves a primary communication channel for our customers’ end-user communities. STG also staffs a support specialist at the help desk to work remotely with customers. The Help Desk provides services to help customers enhance productive use of their IT systems and deployed technologies, and to effectively resolve user issues. The goal of STG’s Help Desk is to be responsive to each customer, manage incident and supporting documentation, prioritize and escalate tasks as necessary, keep the customers informed on incident status, and ensure final disposition of all end-user IT service requests or events.