Expert Help Desk

Keeping your team happy and productive

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Your Helpful Service Desk

Everyone has had to call someone for support. We’ve all been frustrated at times with how issues are handled. We all know the things that frustrate us the most. When it comes to keeping your business online unfortunately computers will fail, software will break, and your network will stop working. What’s important is how these issues are handled. What does that mean? It means you can easily request support, the person you talk to is friendly, professional, and clarifies your needs like and expert, and they fix your problem the first time and as fast as possible.

The MBC Expert Service Desk team provides a single point of contact for all requests, incidents, and monitoring of your infrastructure. The Expert Service Desk has been designed using the industry best practices framework for IT Service Management (ITSM) called ITIL (Information Technology Infrastructure Library). ITIL has been adopted by companies large and small to help IT departments deliver a consistent, high level of service that is aligned with the business. MBC has engineered all of its service delivery processes around ITIL, which ensures IT is supporting the business (not hindering it) and that IT services are measurable and take into account feedback from business users.

To ensure issues are resolved promptly and efficiently, MBC has implemented an “Unlimited Support” policy which allows the Expert Service Desk to resolve issues using all resources available within their team.

The Expert Service Desk team is located exclusively at our Richmond Hill, Ontario Network Operations Center (NOC).

Expert Service Desk Enables:

  • Unlimited Support Services for all Managed Services
  • Information Technology Infrastructure Library (ITIL) Certified Staff
  • Online Ticket History and Status
  • Defined Priority Levels for Requests
  • Professional Triage and Recording
  • Remote and Onsite Issue Resolution
  • 24x7x365 Network Monitoring and Alerting
  • IT Procurement Services
  • After Hours Escalation

Benefits:

  • Prompt Response Times
  • 99% First Time Resolution
  • 98% End user customer satisfaction rating
  • Cost savings over traditional staffing
 

MBC really prioritizes customer satisfaction, the technicians worked very hard to make sure we were ready for our launch date.

Jim O’Neill, CFO, Aldridge Minerals

MBC Clients

Learn how our clients are achieving amazing results. We focus on your IT Network so you can focus on what you do best.

CloudReach Advantage

CloudReach is MBC’s unique service model that helps businesses take advantage of crucial cloud technologies for growth by optimizing their corporate technology environment. CloudReach is scalable and flexible, allowing customers to leverage the best of cloud and on-premise IT technologies to maximize their budgets for efficiencies and growth.

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