Support Process

Desktop & Mobile App makes contacting ITECH Solutions easy-peasy!

Step 1: Your Team Assignment

When becoming an ITECH Solutions client we assign a team of people to your account to ensure requests are handled efficiently and effectively. Below is a list of the people assigned to your account.

For Co-Managed Clients we will determine which roles fit the current IT staff you have and integrate them as part of our team assisting with items the below roles normally handle on a day to day basis. They will be kept in the loop with access to the same tools we use to help manage your account alongside our team.

HELP DESK TECHNICIAN (TIER I)

Our helpdesk team remains in the office and is responsible for making sure the phones are answered and that “no ticket goes un-noticed!” They will be your first point of contact for any new service requests and escalate the request if they are unable to help.

NETWORK ADMINISTRATOR (TIER II)

Our network administrators can work both onsite and remotely. They are trained to work with networks and will be the primary person you see for onsite requests or tickets that need escalation past our tier I helpdesk team.

SERVER ADMINISTRATOR (TIER III)

Our server administrators work primarily on servers and server migrations or installs. This will be the primary person you work with for any server support requests, or tickets that need escalation past our tier II network administrators.

PROJECT MANAGER (TIER IV)

The project manager executes any projects such as performing network audits, replacing servers, migrating to the cloud or upgrading networks.

VCIO

The vCIO will help with planning and budgeting to ensure you are getting the most out of your technology.

VCISO

The vCISO will help ensure the proper layers of security are in place to foster a “no threat goes un-noticed” environment.

CLIENT SUCCESS MANAGER

The client success manager works closely with your support team and will make sure deadlines, milestones and service expectations are met.

FINANCE MANAGER

The finance manager is the initial point of contact for any billing questions and handles all the accounts receivable and financial transactions.

Step 2: Onboarding

ITECH Solutions has streamlined the onboarding process integrating our IT support services, making it as hassle and stress free as possible. Upon becoming a client, we will gather all the necessary information required to properly manage your account. We will work directly with the former IT company, or internal IT staff to minimize downtime and prevent issues during the integration of our support services.

Ongoing: Day-to-Day Support

ITECH Solutions uses an industry leading professional services automation ticketing system and IT SUPPORT PANEL app to manage all support requests. There are two methods for how we receive support requests:

  1. Security & Monitoring Alerts: Security & monitoring tools send alerts that automatically create a ticket and allow proactive addressing of the issue without having to involve the client.
  2. Client Support Request: A request directly from the client using the IT SUPPORT PANEL app or for emergencies, by phone:
    • During the ticket creation the client will be asked to assign a priority based on how urgent the request is.
    • After the ticket is created our tier I helpdesk team will assess the issue, assign a category and based on the priority and skill level required. If applicable, the tier I team will process the request, otherwise, escalate to the tier II or tier III teams.
    • The ticket can be updated by replying to the ticket email, logging into the client portal, or calling the helpdesk phone number. All communication is documented, and the ticket is not closed until the client has confirmed the issue is solved.

Ongoing: Projects & Consulting

The vCIO & vCISO will perform a technical assessment of your IT infrastructure and recommend upgrades and improvements to ensure you are running at peak performance with the proper security layers in place.