MTSolutions GroupAI · Technology · Creative
1 hr
Average productivity loss per support incident
— HDI
78%
First contact resolution target
— MTSolutions SLA
< 15 min
Average response time
— MTSolutions SLA
95%
Customer satisfaction target
— MTSolutions SLA
Responsive, multi-tier help desk support that keeps your team productive — from password resets and software troubleshooting to escalated hardware issues, via phone, chat, and ticketing with SLAs that match your business needs.
Why It Matters
The business case for Help Desk & Support
Multi-Channel Support
Phone, email, chat, and self-service portal — users get help through the channel they prefer.
Tiered Escalation
Structured L1/L2/L3 support ensures every issue reaches the right expertise level immediately.
SLA Accountability
Defined response and resolution SLAs with transparent reporting — you always know how we're performing.
Remote Resolution
Secure remote access tools resolve most issues without dispatching a technician — faster resolution, lower cost.
Knowledge Base
Self-service knowledge base built and maintained from every resolved ticket — reducing repeat contacts.
User Satisfaction Monitoring
Post-resolution satisfaction surveys ensure quality is measured and continuously improved.
Our Process
How we deliver results
01
Onboarding
Complete documentation of your environment, systems, and user base to enable immediate, informed support.
02
Ticketing Configuration
ITSM platform configured with your SLAs, escalation paths, and workflows.
03
Knowledge Transfer
Environment-specific runbooks and known issue documentation built before go-live.
04
Go-Live
Seamless transition with parallel support during handover to prevent any gap in coverage.
05
Continuous Optimization
Monthly ticket trend analysis to identify recurring issues and eliminate root causes.
06
Reporting
Monthly SLA performance reports covering response times, resolution rates, and satisfaction scores.
Let's Work Together
Ready to talk about Help Desk & Support?
MTSolutions Group has served Las Vegas organizations for over 20 years. Let's build something exceptional together.