Service Desk

Sometimes you just want to ask a question or talk to a real person. As part of our Assured IT managed services, Falkor provides a service desk staffed by certified technicians ready to take your call and help you in any way possible. The service desk operates 24 hours a day, 7 days a week.  Although as part of our managed service solution our clients can access the Service Desk for unlimited technical support between 8am to 6pm Monday through Friday, after hours there will always be a live English-speaking person to take your call and assist you with your needs.  After hours technical support is available for an additional free with the client approval.  We want you to call us. We want to answer your questions as fast as possible. And to that end, we have employed a state of the art ticket tracking system. Your calls and our response time to them will be tracked and reported back to you. The goals of the Service Desk are to:

• Provide a single point of contact for end -user issues
• Facilitate the restoration of normal service operation while minimizing the impact on the end-user
• Deliver our services within our agreed upon Service Level Agreement (SLA)