Help Desk and User Support
Intrada’s PRO-Active services include a help desk focused and dedicated to our clients. From quick questions to critical solutions, our help desk is available to assist with any related situation. Built using the same Help Desk framework used to manage entire IT infrastructures, Intrada Help Desk Portal provides access to staff and follow up based on client Service Level Agreements (SLA).
Help Desk Portal
A great help desk should make life easier for your staff, allowing them to focus on business goals rather than technology. Intrada’s goal is to get Help Desk Tickets to the proper destination for fast resolution to provide an amazing help desk experience. Intrada’s Help Desk Portal ensures every Help Desk Ticket is assigned to the appropriate technician and escalated when necessary based on the Service Level Agreement (SLA). Graphical dashboards allow monitoring of ticket volume and performance at resolving issues. Help Desk Portal can also notify customers and technicians at different ticket stages to keep everyone in the loop.
Help Desk Portal allows us to:
- Capture every issue and resolution on a ticket
- Manage dispatching and scheduling efficiently to ensure SLA is achieved
- Increase staff utilization on both the client and tech
- Capture all time for accountability or training purposes
- Review and confirm quality of service to ensure highest return on investment
Help Desk Coverage
Intrada Help Desk coverage is based on your PRO-Active Service Level Agreement (SLA).
Help Desk is available to ALL PRO-Active clients - Monday > Friday – 8:00 AM > 7:00 PM EST. All systems are monitored 24/7 and response outside the default help desk hours are based on your Service Level Agreement. Contact Intrada for more information or click here for options to review extended coverage and Holiday Schedule.
Content, Messaging and Communication
Intrada specializes in providing content relevant for the target audience based on the delivery method. Intrada refers to these delivery methods as media channels. To maximize message delivery and audience acceptance requires a plan and team approach.
Every website, blog, e-blast, post, tag and ad has a specific target audience that requires a different type and level of content to deliver the desired message. Our objective is to identify the client’s goals, create a campaign and deliver the message to attain the desired result.
- Quality: Hand-picked writers, chosen after reviewing samples, certification and endorsements.
- Scale: Access to more writers to handle large projects.
- Standards: All writers are bound by the PRSA Code of Ethics.
- Authorship: Credibility and Google+ Authority for appeal to both readers and search engines.
Application Monitoring and Management
Intrada monitors and manages web applications as well as network infrastructure 24x7 to ensure the shortest downtime and quickest response. Immediate notification of performance degradation or service unavailability is sent to the technical support team to confirm and address the situation.
Hosting Support is included with any hosting package provided by Intrada Technologies. Hosting support is available with commercial hosting applications, like Rackspace, under custom agreements. Intrada does not include hosting support with shared or outsourced hosting platforms as part of a PRO-Active agreement.
Intrada will keep all software to the latest stable version (approved software) with any hosting package provided by Intrada Technologies. This is to insure stability and decrease security vulnerabilities.