“Appia is a service provider that I know is there for me 24 hours a day, seven days a week. When they need to wake somebody up, they wake somebody up.”
- Heather Hoffman, Systems Administrator, Dorman Products
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Follow the sun with user support
Just as organizations need to support customers, they also need to support internal users. IT departments staff help desks, but most are only open during regular business hours, leaving after-hours users to fend for themselves or to wait until the next day.
Appia’s Help Desk services take over when the business day ends. We can also serve as a back-up for periods of heavy call volume during normal business hours.
We can act as a triage service, answering calls under the user’s name and following a predetermined script. We then document the issue, create a trouble ticket, and contact on-call staff.
Or we can take the service a step further, and manage user problems to resolution. This option gives you the peace of mind that your users are taken care of, while minimizing the cost of calling employees to duty after hours.
