Our Help Desk will be ready to assist you, whenever the need emerges.

Intech is committed to Total Customer Care and Satisfaction.  Our business is Quality Service.  As such, Intech has in place a state-of-the-art Service Desk that operates 24x7.  Any customer, whether under a maintenance and/or support contract or not, can contact our service desk any time, any day to request a service.  To track, follow up, and deliver quality results on such requests, Intech has invested in facilities, processes, human resources and tools required to do the job right.  The result is a Service Desk with unparalleled control, attention and quality in the geography that delivers the following features:

Workflow Automation

Our Help Desk Attendant can log calls received by the customer or the customer can log the request directly online. Tickets can be routed to the appropriate consultant or technician for handling. Routing can be manual or automatic, based on skill sets and other parameters.

The Customer can track the status of tickets, and make additional notes on items, online at any time.

The amount of time spent on each Action can be tracked and see the entire time spent for the Action or request.

E-mail, Pager and Cell Phone Notification

The consultant (s) will be notified when they get a ticket by e-mail and pager, depending on defined priority levels. The customer will be updated on the progress of their requests via e-mail.

Tracking of Parts Replacement

The system tracks all hardware and software components under the contract, including the replacement of parts from our depot.

Reports and Knowledge Base

Online reports with ad-hoc query capabilities have been designed to help manage the requests.  This reports and graphs can be provided to the customer on a per-request basis.  Using the knowledge-base, consultants can quickly search and find previously solved problems based on categories or keyword search.

The Service Desk @ Intech:

Your Agile, Cost-Effective, Professional Source for IT Services in the Caribbean.

e-mail us:  service@support.intechpr.com
or place a request through:  support.intechpr.com