Problems with technology can arise anywhere at any time and access to an IT support help desk is crucial. When one of your IT users has a question or needs help with a program or IT device, they’ll have immediate access to technical support regardless of whether it’s day or night. Business Shaper Group IT Help Desk support is available 24/7, including weekends and holidays, to help your organization’s users with their IT support needs. When users call our help desk, they can be sure to have their needs understood and addressed promptly. We’re able to do this because our IT support help desk is staffed in the United States by Business Shaper Group engineers who are held to the same standards as our engineers visiting your business site.

IT office layout

Whenever your organization’s end-users encounter IT problems, the IT help desk needs to be a resource they can count on. Fortunately for your users, there are companies like Business Shaper Group that can help manage your IT challenges.

Generally speaking, help desks attempt to employ troubleshooting tactics and tools to solve IT problems quickly and efficiently with the least impact on an organization’s daily business functions or employees. So what does Business Shaper Group’s help desk do?

We render an immediate response to your end-user IT problems. We are responsible for getting your organization to run smoothly again by troubleshooting problems on printers, operating systems, network connectivity, and software applications. We utilize certified and experienced IT professionals who will facilitate your organization’s IT solution while keeping a friendly and confident disposition to instill trust and satisfaction in the problem resolution.

Business Shaper Group help desk uses the tactics defined by I.T.I.L. (Information Technology Infrastructure Library) to manage incidents, problems, and change orders.

  1. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations.
    This ensures that the best possible levels of service quality and availability are maintained.
  2. Change Management ensures standardized methods, processes and procedures which are used for all changes, facilitates efficient and prompt handling of all changes, and maintains the proper balance between the need for change and the potential detrimental impact of changes.

Business Shaper Group help desk is flexible and willing to work with several tools to come up with the most efficient solutions to your end-user troubles. Our help desk IT Professionals utilize tools that allow them to see potential problems and institute a fix before your organization?s end-users even know that there may be a problem.
These tools also give Business Shaper Group’s help desk professionals the power to log on to your end-users? devices and see what your end-user is seeing. This way, our help desk IT professionals can better render a solution to the problem. These tools also give our help desk IT professionals a window into your organization’s life-cycle and the functional capacity of all of your end-user devices, network devices, and servers to ensure timely replacement or upgrade of any pieces of hardware that are near the end of their lives or are under performing. Our help desk IT professionals are also able to inventory any of your organization’s software running on your end-users
devices or your servers and determine what software versions will need to be updated on a timely basis.

Our helpdesk comprises a team of remote support IT experts with a broad variety of skillsets.

In the event of a technical issue our clients can raise a support ticket either by calling our support hotline or through our dedicated support portal. Business Shaper Group IT Services utilises the latest endpoint management software from industry-leading vendors Autotask.

Following a ticket being raised our remote team will work tirelessly to solve your issue. With over a century of combined IT experience there’s little they haven’t encountered before. Through remote monitoring, over-the-phone guided support and if needed remotely accessing your computer through SWIS (See What I See) software.

Not only do our experienced and accredited employees have the skills required to serve your IT needs, they will also act as an extension of your own team, providing help and advice in any way possible.

In the unlikely event that the remote support team is unable to solve your issues there and then, one of our Network Engineers will be dispatched to your site to address the issue in person.