For support requests
(contract clients), please call
931-393-5577

We also resell technology
hardware and software
by companies such as:
Cisco, 3COM, Watchguard,
SMC, HP, Hewlett Packard,
Microsoft, Avaya, NEC,
AT&T, IBM, Lenovo, Citrix,
Dell, Symantec, and more...

IST Computer Support Structure & Helpdesk

When it comes to technology service, actions speak louder than words and that is why IST invested in the best solutions to support our clients, especially for computer repair, computer support, data backup, and telephone systems.

The overall objective is to reduce the time and costs of technology maintenance and we:

• Detail our clients technology infrastructure and record issues in a helpdesk job history
• Utilize tools and best practices to resolve issues as quickly as possible
• Maintain a structured process for all helpdesk activity
• Utilize escalation tools (automated) to assist in timely support
• Improve customer satisfaction and within SLA's (service level agreements) by proactively monitoring SLA progress and escalating SLA priorities
• Provide help desk reports - based upon open requests, completed requests, and requests pending
• Provide incident management to restore normal services as soon as possible
• Provide problem management to focus and find the correct cause of incidents and reduce the iimpact on your organization. This is a more proactive approach that prevents the recurrence of incidents and downtime

End users

• Self service to enter in a ticket via a web browser vs. calling
• Self service so end users can check on the status of a ticket

Management

• Support for your multiple locations
• Increase ROI of your technology investments
• Increase the productivity and efficiency of your customer support staff

Contact us today to schedule a time to discuss how

IST Services and Communications can help your organization!