Our Approach to Outsourced IT Support
Thanks to decades of experience and a substantial team of experts, we can onboard an organization in minutes and immediately provide support to users 24/7. With Quest’s Help Desk Support Services, your IT staff and infrastructure can stay focused on core business objectives without getting bogged down by support quagmires.
Our two-level approach ensures efficient troubleshooting and easy escalation as necessary.
Level 1
What We Do: Call answering, after-hours portal/Chat, incident logging, knowledge-base-driven troubleshooting, and secure remote-control resolution for Windows & macOS.
Result: High first-contact resolution rates and happier users.
Level 2
What We Do: When a call can’t be resolved, provides additional troubleshooting and a pre-defined escalation process.
Result: Rapid closure on tough tickets without hand-offs that frustrate users.
Outsourced IT Support Services
- Information Technology Infrastructure Library (ITIL) best practices
- Round-the-clock support by certified technicians
- Access to the eSupport portal for easy reporting
- Choice of multiple service offerings
- Customized, dedicated Automatic Call Distributor (ACD) phone line with an optional script
- Call-dispatch capabilities for on-site repairs
- 8 to 5 or 24/7 service levels available
Let Quest Handle the Rest
Whether fulfilling all of your technical support needs or supplementing your existing IT support team, we’re committed to maintaining quality customer service and high service-level metrics.
With Quest’s outsourced IT support services, you’ll tame costs and let your in-house IT talent concentrate on innovation instead of daily break-fix.
We recognized early on that we did not have the skill sets or tools to tackle a red-alert emergency. That’s why we formed our partnership with Quest. 
