Managed Help Desk

Brandywine Technology's LIVEAnswer remote support is a Managed Help Desk Solution with advanced call center features such as a dedicated phone number and a friendly customer-specific greeting.  Calls are automatically routed to technical staff members who are dedicated and familiar with your unique network environment.  Our experienced Help Desk Support Team achieves a high rate of first-call problem resolution, which lowers cost per incident and increases customer productivity.

The LIVEAnswer Advantage – fast and reliable LIVEAnswer response to support calls coupled with courteous communication and effective problem resolution

Escalation - prompt escalation of problems is possible because of the availability of world-class engineers, including Cisco certified CCIEs and Microsoft MCSEs

Incident Management & Reporting - each service call is assigned a ticket and tracked in our Incident Management System while customers are provided with high-level process visibility into a web-based management dashboard for up to the minute status reporting of Help Desk activity

Secure Remote Desktop - allows our technical support experts to see exactly what your customers see and makes it possible to find quick solutions to problems that might otherwise require an expensive on-site visit

Service Delivery Management - service tickets are monitored and resolution activity is tracked by Service Delivery Managers to ensure that no ticket falls through the cracks

Collaborative Knowledge Base - service delivery made faster by our seasoned Helpdesk Support Team's shared database of successful procedures and relevant technical information

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