Customer support has changed dramatically since its inception. The original concept of customer support involved the customer taking a product directly into the store of purchase and talking with the shop owner. The invention of the telephone sped up this process and led to massive call centers, touch-tone dialing and 1-800 numbers (also known as the baby stages of tech support). It wasn’t until the 1990s that customer service moved to email and chat support. The 2000s introduced social media sites where customers could air their tech issues. Today, remote desktop support allows another device to connect to a computer via the Internet to help diagnose and solve a problem.

When it comes to solving technological issues, like viruses, backing up data, or even simply figuring out how to connect to the printer, companies usually have two routes to choose from: implement a remote help desk system or rely on their IT employees for assistance. Today, many small and medium sized businesses (SMBs) are choosing remote help desks. These help desk solutions free up your IT staff so they focus on core business needs and customers. Meanwhile, those productivity-destroying small technology malfunctions can be resolved by the help desk support professionals.


Tackling A Wide Range Of IT Problems Can Be Taxing

SMBs can’t typically afford to staff a help desk 24/7. If you staff your help desk for the peak demand you are overstaffed the vast majority of the time and spending far too much money. If you staff for “normal” demand the frustration and downtime levels will skyrocket when you have multiple or widespread issues requiring resolution. As service demands increase and decrease you will find yourself over- or under-staffed.

If your company has remote help desk support, any employee can directly access a person who can help provide solutions to their IT problems. They wouldn’t need to trouble your IT staff, who can continue to focus on higher-level problems. By outsourcing your IT help desk you free up your own resources while also receiving help from IT professionals who know your problems. Plus, outside companies that provide dedicated IT support are able to focus entirely on the latest technology and best practices in the IT world.

IT consulting companies offer guidance and solutions when it comes to figuring out a company’s needs. These managed services providers, or MSPs, can help with:

Whether you simply need to remove a pesky virus or fully backup your computer’s data in advance of moving to a new machine, working with a dedicated MSP helps you accomplish your technological needs quickly and more cost-effectively.


24/7 Support for a 24/7 World

When’s the last time you and your employees came in at 9am and left at 5pm? The 9-5 workday is a relic of the past. Today’s business owners and employees are almost always on the clock, and experiencing an IT problem “after hours” could potentially be disastrous without immediate help.

That’s why your SMB needs round-the-clock, 24/7 IT support. The goal of a 24/7 IT remote help desk is to increase a company’s efficiency and improve their operations. A little help goes a long way – especially in the IT department. Rather than calling your in-house IT staff at midnight on a Saturday, you can get in touch with our help desk – we’re available whenever you need us, providing you with best-in-class IT support.

Local businesses can rely on Ascent Data, a Pittsburgh IT Managed Services Provider, to supply Help Desk 24/7 Support. Whether you need full-time, around-the-clock service or you need a safety net for nights, weekends, and any times when your regular IT support staff may not be available our dedicated IT support team can reduce your employees’ downtime, increase productivity and generally lower the level of pain from technology frustration across your company.