Help Desk Outsourcing

Our service desk consists of highly qualified technicians and engineers that are available 24/7 to assist with your IT problems and inquiries. We have a number of support teams that specialize in different areas including server, network and applications so that once a call is logged, it can be passed to the right team who specialize in that field to resolve the incident promptly.

The service desk team has a number of 1st, 2nd and 3rd line analysts available and incidents are passed down the tiers according to the complexity of the issue.

To maintain quality standards, our Service Desk follows ITIL framework methodologies and best practice to deliver the best support possible. They can be reached at 1(212)404-6906 or By dialing 611 directly from your Cohere phones.

We offer

• 24/7 dedicated support with a single point of contact for all incidents, service requests and other inquiries.
• We aim to resolve over 90% of your problems remotely, without the need for a site visit.
• Unlimited remote support available via the phone and email.
• 3 ways to contact the service center - phone, email and web portal.

When required by clients' reports can be generated, which can highlight incidents that have been logged over a period of time and whether they have breached the SLA. These reports can be sent out to you on an automated basis, whether weekly, monthly, quarterly and/or annually.

Our Methodology

The operation of a remote access strategy enables our engineers to access your systems to investigate and identify any problems that have and/or may arise. If a visit to your site is required, the helpdesk staff will escalate this to our field staff and you will be contacted shortly.

In relationship to the Service Level Agreement (SLA), our engineers will ensure that your systems are running and have a proven track record that includes:

• Coverage 365 days a year.
• Service level agreements to suit your requirements.
• Helpdesk support - 8-to-6 EST or 24 hour coverage.
• Remote Access Support-Remote monitoring and administration.
• On-site engineers-Return to service (ensuring reinstatement of machinery to an agreed standard).
• Support for installation, changes and moves
• Expert IT engineers (highly trained, equipped with diagnostic tools to effectively assist with fault resolution).
• Daily checks of Backups, Anti Virus software and health check on the server(s).

 

Benefits

1. Simplify Technology Administration

2. Regain Confidence in your infrastructure

 

Simplify Technology Administration

• Eliminate Equipment – Cohere eliminates complex equipment because there is no equipment to maintain and support, and since Cohere provides full support, you can rest assured that you've simplified at least one area of your business.’

• Consolidate Network Architecture – As a converged solution Cohere provides all the connectivity you need for voice, data and video over one connection so you don’t have to deal with multiple vendors.

• Dynamic escalation policies - Cohere's policy of dynamic escalation - redirecting to another person more qualified to assist you - is easy, and uses time, both yours and ours, in the most productive way.

 

Regain Confidence in your Infrastructure

• Security and Reliability: With fully redundant geographic hosted server locations in New York and carrier-class equipment with backup power systems and secure co-lo facilities, Cohere Communications offers outstanding reliability for your company's mission-critical communications.

• Staffed by trained technical Tier-1 personnel - When contacting the Cohere Communications Help Desk, it's almost guaranteed that you'll receive the most pertinent help from our skilled and trained technical personnel. Our staff of highly capable professionals possess a broad range of expertise ensuring full support coverage for you and your company.