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What Our Clients Say...
"This may be the best money you spend for your business. As an attorney, I depend on my computer to draft documents, communicate by e-mail, do legal research on the Net, keep records on time, billing, bookkeeping and accounting. I would be lost without it." [read more]
—Andrew Butler, Esq.
Butler & Kreigel LLP
"It's little things... that make the difference between good service and superb service. They're really a great service and a wonderful resource to turn to." [read more]
—Roblee Hoffman
Personal Financial Administrator
Article: Can Outsourcing Contact Center Functions Work for Me? (requires Adobe Reader)
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HELP DESK FOR BUSINESS
Can you afford for your employees
to lose precious hours of work time?
Did you know that the average
employee loses 6 days of productivity
per year due to computer issues?
Did you know that the average employee
spends 30 minutes searching for a solution
that an expert could find in 6 minutes?
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Sickle Brook Services serves as the perfect seamless extension to your IT service business. We expand your business scope by providing phone, e-mail and remote support to your customers.
Help Desk Technical Support |
Our Help Desk gives your employees quick, convenient access to remote troubleshooting. They work with senior-level, Microsoft-certified technicians from the start, eliminating the need for time-consuming call escalation. [more] |
Trend Analysis & Training |
Tracking each call and analyzing results allows us to identify trends and recommend solutions that can help reduce calls to the Help Desk and increase your employee productivity. When training on a certain skill will help fill a gap, we arrange courses on-site or remotely, depending on your needs. [more] |
Products We Support |
We support all major commercial software packages and can resolve connectivity issues with hardware such as printers, PDAs, networks and some servers. This allows us to assist your employees quickly and get them back to work in minutes. [more] |
Employee Satisfaction Surveys |
Have you ever wondered how satisfied your employees are with the IT support they receive, or what other services they would like you to provide? To gain critical feedback about how the Help Desk provides value to your employees and the possibilities for enhancements, we offer Employee Satisfaction Surveys. [more] |
Help Desk Technical Support
Our Help Desk service works by channeling calls to a toll-free phone number. The call is routed through our browser-based software and connects with our first available technician. The technician answers the phone and all e-mail and Internet help requests using your company name resolving all issues directly. Weíre open weekdays from 8:00 a.m. to 6:00 p.m., except for 6 holidays. For those clients who require longer hours (including 7x24) Sickle Brook Services has optional extended plans available.
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Trend Analysis & Training
We create a call-tracking database or use yours to log every support call and its resolution. We carefully analyze the data to give you valuable employee feedback reports and proposals, which may include:
- Summarizing all call activity, including call-response rates and closure rates.
- Creating a Knowledge Database of Frequently Asked Questions (FAQs) and answers.
- Advising you on repeat issues that can be solved via hardware or software upgrades.
- Alerting you to areas where employee training may be helpful and then developing and delivering product-specific, professional trainings to your employees to resolve the problem and give them the tools they need to be successful.
- Giving you a Monthly Activity Summary to track technical incidents and the speed of their resolution, identify common issues and report relevant trends.
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Products We Support
We support most hardware and commercial software packages. If you use proprietary software, we work with your employees to identify the problem and connect you with the resources required to resolve your issue.
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Employee Satisfaction Surveys
We craft a satisfaction survey specifically for your employees. Using a random sample of your employee base or random call backs, we can collate information to measure and improve satisfaction with technical support.
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See how quickly and affordably we can get your employees back to work and get you back to business. Call Sickle Brook Services today at 781-862-8855.
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