The technical team is comprised of more than 50 highly trained desktop support and network engineers with industry standard certifications such as A+, Network+, Apple, MCDST, MCSE, and Cisco certifications CNE, CCNA, CCDA, CCNP. SMaRT's Help/Service Desk Analysts are highly trained, possessing certifications such as Help Desk Institute's Customer Support Representative, Service Center Team Lead, and Knowledge Centered Support; Apple's Support Essentials, Microsoft Certified Application Specialist and Comp TIA's A+ Remote Support Technician certification.
We have been providing help desk services to businesses and public sector agencies for over 10 years. We have developed best-in-class processes to help deliver the highest possible service.
SMaRT uses industry-proven best practices that incorporate ITIL framework process, knowledge centered support principles and continuous improvement. Our clients get regular reports on performance using industry standard call center metrics that include calls offered, calls answered, average wait time, calls abandoned, average abandoned time, average talk time and first contact resolution. We also offer web-based customer satisfaction survey distribution with related follow-up, analysis, feedback and reporting.
Finding the right IT & Help Desk partner is critical for the success of your business. Choosing SMaRT as your partner brings more than 13 years experience, an impressive portfolio of outsources services, and history of successful, long-term client relationships. Call 312-489-8178 to learn how SMaRT’s expertise and customer focus delivers exceptional service while saving you money.