Is the internal IT team tired of being in constant fire-fighting mode and dealing with the daily distractions from end-user support?
Transform the way you manage IT and operations by:
Stop the headaches, fire-fighting, and constant distractions. Optimize operations and standardize remote user support with Mechdyne’s fully managed global service desk. Combining our 20 years of experience with ITIL and industry best practices, our scalable support model delivers results quickly and efficiently, whether your organization produces 500 calls per month or more than 50,000.
Our 100% U.S.-based managed IT service desk relieves the pressure on internal teams and enables them to focus on projects that drive growth and achieve outcomes. As an IT service support team, Mechdyne’s primary goal is to help users get back to working on important organizational goals. The Level 1 team follows ITIL and HDI best practices to provide a robust IT support service.
Users receive friendly, resolution-focused support 24/7/365. Not an answer and route service. Our team strives to get users back to work as quickly as possible. Putting the right team in place means other internal resources can focus on other responsibilities and goals.
We work with your preferred technology. Mechdyne understands that software and ITSM tools are a significant investment. Configuring and learning a new tool takes even more time and resources. Our Service Desk team is technology-agnostic and can work within most existing tools or provide our ITSM tool, Service Manager. We have significant experience with a variety of ITSM tools such as:
Our Admin Support team handles specialized tasks that require more time and expertise. These tasks include onboardings, offboardings, administrative work, account managing, and user provisioning. By efficiently mitigating these tasks, we ensure that your IT resources are utilized effectively.
Key Benefits:
Reduced Escalations: With a high first-contact resolution rate, this leads to fewer escalations to your Level 2 team, reducing misallocation of skills and downtime for the company. While some tickets may need escalation, decreasing the number of escalations is a key goal.
Expertise in Compliance: Admins possess the necessary permissions and are knowledgeable in handling compliance regulations when accepting permissions. Our team works closely with clients to understand internal policies to ensure compliance through each process.
Mitigate Risks of Misclassification: Misclassified tickets can lead to issues such as longer resolution times, increased manual work, SLA breaches, and resource stress. Our Admin Support service helps mitigate these risks by ensuring accurate ticket classification and efficient management of advanced tasks.
Time-saver for IT Teams: Our team manages all time-consuming tasks, allowing your internal IT team to focus on other responsibilities and goals.
Effective support day 1 requires adequate planning and training before support begins. Mechdyne works directly with internal teams to configure a solution specific to each client and the technology environment. Our implementation develops the long-term strategy to match an organization’s workflows with a service-oriented, best practice-based IT structure. This results in a comprehensive solution specifically tailored to an organization’s unique needs and objectives.
Downtime is a drain on organizational resources. Executive and C-Suite downtime even more so. Our teams can offer concierge-level support for executive leadership teams as well as other VIPs throughout the organization – both in the office or working remotely. Mechdyne’s team understands that every touchpoint is a chance to provide an exceptional experience. When hiring agents and technicians, Mechdyne not only hires for technical ability, but interpersonal skills, positive attitude, and personality.
These traits, paired with best practices and advanced tools, provide an executive and end-user experience like no other.
Please fill out the form below. You can also contact Mechdyne by email (info@mechdyne.com) or by telephone (+1.847.437.8700)
