In an environment of rapidly evolving organizational IT requirements, software configuration challenges, and information security concerns, the Customer Support Helpdesk has become a key factor for enabling organizations to get the most out of their IT investments.

IMSG provides a full range of Helpdesk and Customer Support services, including:

24/7 technical assistance for resolving user questions, problems, and requests for
information
On-site Field Service Teams to perform problem analysis and resolution, provide
troubleshooting, and facilitate implementation
Asset management and tracking, to include unpacking, assembling, testing, installing,
decommissioning, and inventory control
Assisting users in actions such as configuring, patching, debugging, upgrading, and
initializing all authorized hardware and software resources
Managing all aspects of automated data processing equipment (ADPE) materials handling,
warranty tracking, repairs, and stock control management
Manning call management systems, and tracking customer service tickets through
resolution
Providing training and facilitating the rollout of new applications and IT solutions
Operating customer feedback assessment programs, analyzing customer satisfaction, and
identifying methods of improvement
Helpdesk performance analysis using COTs helpdesk software solutions such as
Remedy, Intuit, Cyberserve, and other customized solutions

Point of Contact:   Bob Fritschie, fritschier@imsg.com, (937) 427-9010