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The Help Desk Breakdown

Your Help Desk Is a Bottleneck (And Employees Are Frustrated)

One help desk person handling 200 employees. Tickets pile up. Simple issues take days to resolve. Your best employees leave because they're tired of waiting.
47 hours
Average time for IT ticket resolution (employees want it in 2)
31%
Of employees who say their IT support is a major pain point
$42,000
Annual cost of one key employee leaving due to IT frustration

Ticket Backlog

50+ tickets waiting. Critical issues buried under minor ones. No prioritization system.

Slow Response Times

"We'll get to you in a few days" is not acceptable anymore. Employees expect answers in hours.

Help Desk Burnout

Your help desk person is drowning. They're quitting. Then you've got nobody.

Help Desk That Actually Helps

Multiple technicians, intelligent ticket routing, rapid response. Your team gets help when they need it.

Multi-Level Support

Tier 1 handles common issues in minutes. Tier 2 solves complex problems. Tier 3 manages infrastructure.

Fast Response

Average response time: 15 minutes. Critical issues: 1 hour. Most tickets closed same day.

Intelligent Ticketing

AI-powered routing, prioritization, and automation. Tickets go to the right person instantly.

Self-Service Portal

Employees solve simple problems themselves (password resets, software installs). Frees up your tech team.

Knowledge Base

Solutions to common problems documented. Employees find answers without opening a ticket.

Satisfaction Tracking

Real satisfaction scores (not fake surveys). If you're unhappy, we fix it.
Case Study

Dallas Tech Company: From 47-Hour Wait to Same-Day Resolution

A 120-person software company had one overworked help desk person. Tickets were taking a week. Employee complaints were constant.
Previous Response 47 hours (backlog nightmare)
Current Response 15 minutes average (1 hour critical)
Ticket Close Rate 72% same-day (was 12%)
Employee Satisfaction Jumped from 31% to 87%

What We Fixed

Professional help desk team replaced overwhelmed single person
Intelligent ticketing system prioritizes critical issues
Self-service portal handles 35% of common issues automatically
Knowledge base documentation reduces duplicate questions
Mobile app lets employees submit tickets from anywhere
Weekly quality reviews keep support excellent
"Before, when something broke, I'd open a ticket and hope for the best. Now I get a response in minutes and it's usually resolved by day's end. It's like night and day. Our employees are so much happier."
Dr. Jennifer Lopez
Practice Manager, Dallas Medical Group

Your Help Desk Upgrade

1

Assess Current Situation

Audit all incoming support requests, response times, and employee satisfaction. Find the pain points.
2

Deploy New Help Desk

Implement proper ticketing system, assign qualified technicians, and establish SLAs.
3

Automate & Self-Serve

Set up self-service portal and knowledge base so simple issues resolve without technician time.
4

Monitor & Improve

Track satisfaction scores and ticket metrics. Continuously improve response times and resolution rates.

Common Questions About Managed IT

Can be. Internal staff knows your business better. Outsourced scales more easily. We find the right balance for your company.

Depends on your current state. We typically cut response times by 60-70% and close-time by 50%+.

We support hybrid models. Internal IT focuses on strategy. We handle routine support. Best of both worlds.

Yes, 2-4 weeks to transfer knowledge and set up systems. But improvements start immediately.

We have security clearance and NDAs for everything. Confidentiality is non-negotiable.

Give Your Team the Help Desk They Deserve

Get a free help desk assessment. We'll show you exactly where you're failing and how fast we can improve.
Free Help Desk Assessment
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Apex IT Serv

Enterprise IT solutions and managed services for Dallas and surrounding areas.

Phone:

+1 (469) 902-4633

Email:

info@apexitserv.com
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