At Noxent, we know that end user technical support is key for your productivity. Our Service Desk handle more than 2 000 tickets every month and is available 24*7*365 or Monday to Friday, 8:00 AM to 6:00 PM EST.

Level 1 and level 2-technicians are proud to offer remote assistance and technical support to 1 500 end users while System Administrators and Network Administrators take charge of level 3 requests.

End users have access to a ONE-STOP SHOP, which directs all IT issues to a single point.

All event (request, incident, alert or problem) is recorded into a tracking system and fully documented. Request is categorised and handle by our level 1, level 2 or level 3-technicians. Our technicians are commited to solve the problem within agreed service levels. 

Maximize your productivity with our remote technical support. Benefit a specialized, highly-qualified service to solve time sensitive technical problems.

Service’s Features

  • Fully bilingual service (english, french)
  • Customized service (dedicated phone number and email address)
  • Answered calls under 30 seconds
  • Management and recording of all calls
  • Remote assistance by level 1, level 2 or level 3-technicians
  • Online unsolved problem escalated to third party or onsite technicians
  • Complete ticket documentation and reporting
  • Executive dashboards with key performances metrics (KPI) vs SLA.
Technical Support

Success Factors

EXPERTISES

  • Highly certified and experimented level 1 and level 2-technicians
  • System Administrators and Network Administrators experts in the management of Enterprise-Class Technologies
  • Multiple knowledge databases
  • 2 000 monthly tickets handled by our NOC/Desk
  • More than 1 500 supported end users

SERVICE LEVEL

  • Ticket classification according to the level of impact on your business continuity
  • Categorization of incidents and requests
  • First answered time and resolution rate compliant with agreed service levels
  • Key performances metrics on a monthly basis. 

CONFORMITY – BEST PRACTISES

  • Complete operational documentation 
  • Processes, Forms and escalation procedures
  • Service Level Objectives and Workflows
  • Client portal for ticketing system