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What is an IT Helpdesk?

It is not a matter of if our technology is going to fail us, it is a matter of when, and unfortunately it seems as if the issues happen at the most inopportune times. When problems arise we want to have the issues resolved as quickly as possible so that we can be back up and running in a timely manner. One way to do this is through an IT Helpdesk. Here at T-Tech Solutions LLC we offer T-Tech On Call, our helpdesk solution that allows our support representatives the ability to remotely connect with you, wherever you may be (as long as you have an internet connection), to help you with your IT issues.

At its core an IT Helpdesk is an information and assistance resource for businesses (and home users) that provides incident management and problem troubleshooting for computers or similar technologies. It is used to fix problems that are occurring at that instance. A single helpdesk serves as a point of contact for users to receive support for computer issues; it can serve many functions and assist with a wide range of issues. Some of the specific issues a Helpdesk resolves include:

  • Computer or Software consultations
  • Change and Configuration Management
  • Problem escalation procedures
  • Problem resolution
  • Single point of contact (SPOC) for IT interruptions
  • Service Level Agreements
  • Tracking capabilities of all incoming problems

There are different levels of a helpdesk to correspond to the type and difficulty of a question. For example, a level one helpdesk answers frequently asked questions, which have readily available resolutions stored in a knowledge database. This allows for issues that are frequently experienced by clients to be solved quickly. Our typical T-Tech On Call scenarios include:

  • Virus/Malware Issue
  • Microsoft Exchange Server Crash
  • Pop-Up Windows on System
  • Driver problems (sound, printer, video)
  • System lockups, random reboots
  • Networking problems
  • Server troubleshooting
  • Email issues
  • System optimization
  • Windows Training
  • Microsoft Office problems

If an issue cannot be resolved at the first level, it is moved to a second level that has more resources for more difficult cases. In cases that affect the client directly, such as software-specific needs, a third level helpdesk is available. Although 90% of our T-Tech On Call issues have been resolved over the phone, there are some scenarios where helpdesk support cannot resolve an issue due to the necessity to a hands-on approach.

IT Helpdesks are one of the greatest resources a company (or home user) can have, this is why we offer customized helpdesk solutions to accommodate the needs of our clients. A helpdesk offers many benefits to its users including saving time and money. To read more about the benefits an IT Helpdesk can provide read our blog The Advantages to Using an IT Helpdesk or contact us today at 248-616-9600 or email us at