Snap Forward’s help desk is here to support you with any problem, no matter how large or small. Our local help desk technicians know your computer network inside and out. Do not put up with issues, let us help immediately.

Why Our Help Desk is Different


Local Expert Help Desk Technicians

Tier 1 support does not have to be frustrating. Based locally in Pittsburgh, our help desk uses an efficient process and expert computer knowledge to resolve issues quickly, allowing your employees to keep working instead of dealing with repeated issues. Our help desk technicians work closely with your dedicated network administrator to learn the ins and outs of your network, ensuring a rapid and accurate resolution to any user issues. Over 95% of the the first calls that are made to our help desk are the ones in which the issue is resolved.

Technology

Our state of the art remote support and network management software packages allow our computer support specialists to jump in immediately and assist any end-user with any problem. Many times we can resolve a problem with little or no interaction. Our goal is always about maximizing your productivity and we constantly improve our tools with that goal in mind.

Accessible

Our IT support clients are able to contact our help desk in a variety of ways. This enables our clients to work in the manner that fits their preferences. It also ensures that if one method of communication is not appropriate, there is a viable alternative.

Knowledge

The IT staff at Snap Forward is knowledgeable in every area of our clients’ IT networks. Our dedication to learning the finer details and anticipating problems before they occur has a profound impact on their businesses.

  • Microsoft Windows – We know, Microsoft Windows is not perfect. Windows 7 made great strides in security and stability but every so often, employees still run into problems. When that happens, we are ready to help. Now, with Windows 8 making its way into the workplace, employees are struggling to get used to the new interface. Our computer technicians know Windows 8 inside and out too. No matter the problem, PTM has the right answer.
  • Microsoft Office – You may be surprised by how many Microsoft Office support issues that we encounter. Sometimes, it is just a matter of helping an employee find their way through the new Microsoft Office 2013 interface. Other times, Microsoft Excel will not calculate a function properly or print a workbook with all of the information on the right pages. Ever wish you had access to expert Microsoft Outlook support in order to repair that email connection? We have you covered.
  • Adobe Products – From Acrobat to Creative Suite, font problems to opening PDF’s, our help desk technician can resolve it all with a quick call.
  • Line of Business Applications – Almost every business has a specialized software package that they utilize on a daily basis. It can often be a pain to contact support. Our help desk support technicians do it for you. No more waiting on hold for extended periods. While your employees continue their work, our help desk will call the LOB software support center, resolve the issue faster since we speak the same language, and escalate the issue, if necessary.
  • Printer Support – Our staff can help you resolve common printer issues in short order. If you have ever had a printer stop working for whatever reason, you know that it can be one of the most frustrating issues in the office. Rather than take it out to the field “Office Space” style, call us to resolve the printer problem for you.
  • Email Support – Email should just work. When it doesn’t, it can be incredibly frustrating. When an email email occurs, it can be hard for an end-user to figure out why. Our expert help desk personnel can track down the source of your problem and resolve it quickly, getting you back in communication and keeping business moving.

Our goal is for you to never talk to our help desk

Seems odd but its true. The entire strategy of our business is to stop reactive calls from coming in to our help desk. Plainly, your avoidable problems cost us unexpected time and money that could be better put to use elsewhere. Worse yet, your avoidable problems cost you lost employee time, morale, potential sales, and make your project deadlines slip. Allowing avoidable IT problems to occur is never good for anyone.

It is our goal to put our help desk out of business. It will never really happen but, we’ll certainly keep trying. In the meantime, if all that we can do is reduce your reactive issues by over 70%, we’ll consider that a small win.

Discover Great IT Management