As the frontline in supporting your business’s information technology infrastructure, the primary role of a help desk is to maximize your employee up-time and minimize business downtime.  It has the potential to impact overall customer satisfaction more than any other department in your business. 

Using Brazen Help Desk services and solutions; comprehensive help… is just a phone call away from professionals who are RESPONSIVE, have the right EXPERTISE and a customer-centric ATTITUDE.

Brazen Help Desk, as a stand-alone service or as an integrated solution with other Brazen services, delivers value in providing your business with higher user satisfaction (professionalism and overall experience), effective incident management (accurate and efficient call handling to remediation) and incident problem management (working within target SLA timeframes).   Our Customer Scorecards rank us high on our delivery which we attribute to three key areas – Brazen People, Process and Performance:

People –  Exceptional talent who possess expertise and attitude.
Process – Proven processes that ensure quantifiable results.
Performance –Performance accountability measured against service level agreement expectations.

SUPPORT LEVELS

Level 1 Requests:  Triage, Call Logging, Procedural Based Remediation & Escalation:  A request consisting of call logging, performing basic call script/procedural based triage, troubleshooting and MAC requests.  Along with resolution and/or escalation for defined Level 1 scope of services.  Level 1 remote Help Desk requests average remediation time is 15 minutes or less.  Level 1 remote Help Desk technical support is available for Supported Applications, Supported Systems and Move Add Change (MAC).

Level 2 Requests:  Analysis, Troubleshooting, Remediation & Escalation:  Remote technical support services performing triage and troubleshooting of technical issues in an attempt to resolve specific problems being experienced with the existing applications, systems, or network devices.  Along with troubleshooting and issue remediation, we facilitate 3^rd party escalation.  Level 2 remote technical support is available for Supported Applications and Supported Systems.

Level 2 Custom Application(s): Analysis, Troubleshoot/Debug, Fix and Unit Testing

• Remediation of issues (Bugs or other items identified during normal usage) for the defined application(s)
• Brazen development analysts provide a second layer of support to the customer's point of contact by performing analysis, debugging and unit testing of the reported issues in an attempt to resolve specific problems being experienced with the existing application(s).

MODELS

• Shared
• Dedicated
• Branded

REQUEST MANAGEMENT

Requests for services are to be submitted to our centralized help desk where a level 1 technical analyst will perform triage and either resolves the issue or routes the incident for further processing. 

Methods to submit requests:

• Email 
• Phone

Brazen uses an electronic system to ensure successful and accurate tracking of all service requests. Our current process allows for, but is not limited to the following:

• Requestor’s contact information is associated with the incident
• Capability to log all incident communication within the incident
• Problem resolutions are captured and referenced as needed to address future incidents
• Track and respond to global problems that may be associated with multiple incidents
• Reporting capabilities which will be used to track trends and identify areas that may need improvement

SERVICE REQUEST TRIAGE PROCESS

When new requests for service are received, triage is conducted to gather additional information and an incident classification is assigned to ensure proper routing of requests.  When submitting a service request via email or when calling in an issue, the Customer can expect the following triage steps to be completed prior to any work commencing:

• Discuss the steps to reproduce the reported problem
• Identify number of users impacted by the problem (e.g., entire company vs. 1 user)
• Discuss the priority of the issue and expected resolution time frame
• Determine who should be contacted regarding the issue and verify contact information

HOURS OF OPERATION

Monday – Friday, 8:00AM – 5:00PM Arizona Time (excluding holidays)

After-hours services offered for priority one (P1) incidents as defined in the SLA or as scheduled