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IT Help Desk

AI-enabled support that resolves issues faster

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Netfor’s IT Help Desk combines intelligent AI with expert human agents to deliver faster, more accurate support. Our AI listens first, understands the issue, and knows when to bring in a human, ensuring your customers and employees get the right help immediately, without the wait.

Why Choose Netfor for Your IT Help Desk?

AI-powered intelligent Routing

Our AI identifies critical issues in real time and prioritizes them instantly. Sales-blocking problems, outages, and urgent requests get routed to the front of the line, so your business stays running and revenue stays protected.

  • Instant Prioritization: AI recognizes urgency and escalates critical issues without delay.
  • Faster Resolution: Customers reach the right resource immediately, cutting wait times and eliminating transfers.
  • Outage Management: During spikes or outages, AI handles volume surges, gathers details, and creates tickets automatically. No busy signals, no lost calls.

  • Revenue Protection: Sales-blocking issues get addressed first, minimizing downtime and lost revenue

    smart handoffs with full context

    AI captures the customer’s issue upfront and passes the complete context to agents before the conversation begins. No more repeating information. No more starting from scratch.

    • 95% First Call Resolution: Agents receive the full picture before they even say hello, enabling faster, more accurate solutions.
    • Reduced Hold Times: AI gathers intent and details immediately, so customers aren’t stuck waiting just to explain their problem.
    • Seamless Transitions: Whether AI resolves the issue or hands off to a human, the experience is smooth and frustration-free.

    • Omnichannel Consistency: Phone, chat, email, or messaging, our AI systems ensure the same intelligent intake and routing every time.

      Expert Human Agents when it matters

      AI handles the routine. Humans handle the complex. Our agents focus on high-impact work while AI takes care of the rest.

      • Continuous Training: Ongoing technical and soft skills development ensures agents deliver exceptional service.
      • Real-Time Guidance: Our proprietary RTIG technology recognizes caller sentiment and guides agents with 30 years of best practices.
      • Knowledge at Their Fingertips: AI-enhanced knowledge base surfaces the most relevant solutions instantly, improving speed and accuracy.

      • Quality Standards: Regular audits ensure every interaction meets our high bar for professionalism and effectiveness.

        Our Process

        Every successful organization runs on process. We’ve perfected ours to get you from pilot to performace quickly.

        VALIDATE

        Collaborate to determine business needs and goals. Examine your vendor landscape and downtime challenges. Chart a strategic roadmap.

        ACTIVATE

        Go live with expert guidance. Your dedicated Account Manager handles onboarding, integrates Inteledge with your existing systems, and ensures your team sees measurable improvements from day one.

        f

        OPTIMIZE

        Continuous improvement that drives better results. We fine-tune routing rules, expand your knowledge base, and refine AI performance based on real interaction data, ensuring your support gets smarter over time.

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        The Netfor team helped me position services I didn’t even know were in demand, and close deals I wouldn’t have touched before.

        5
        Stephen Hancock
        CEO
        Socium Consulting
        {

        If I need somebody sameday, they can find somebody same day and get somebody out there. Based on my experience,the people are well-versed, well-qualified, and able to do the job. “Her Results:Supports clients with 350+ locations nationwide using Netfor’s field services.

        5
        Sandy Herrick,
        (powered by AppDirect)
        Global Consulting Group
        {

        “Simon Property Group has over two hundred regional malls located across the country. The challenge was providing technical support at various locations when necessary. We knew Netfor offered a number of high-quality services, based on previous conversations with them. When we reached out to Netfor about our needs, they were quick to ask questions, fully understand our needs, and discuss options and real solutions. We contracted them, as a test, at a couple of locations. The results were amazing. The properties were thrilled with the professional, hands-on support they received. Simon IT was impressed with the immediate positive results. the advanced level of technician that was deployed and the competitive rate. All positives for the properties and Simon IT. This one-time issue has turned into a long-term partnership with Simon Property Group and Netfor, five years and counting.”

        5
        Chuck Wright
        Simon Property Group
        {

        “It’s also a big relief knowing our users now have 24/7 support from a group that knows what they’re doing. If you’re looking for an organization that will listen carefully to your needs and help you provide the best customer service experience, Netfor is there to help you succeed.”

        5
        Sue Gordon
        Quillo
        {

        “Netfor has been a key part of the INBiz program. They helped develop processes to support the INBiz call center and worked diligently with our team to identify and capture knowledge to ensure consistency among agents. Netfor’s attention to customer service is terrific and keeps the service running smoothly, and their flexibility makes them a great partner.”

        5
        Rebecca Longfellow
        Indiana Secretary of State
        {

        “We need field service technicians who are experienced and know what they are doing – and that’s what we get with Netfor.”

        5
        Gloria Nebarez
        Mercy Housing

        IT Help Desk FAQs

        How does your AI work with human agents?

        Our AI handles the first part of every interaction: listening, understanding the issue, and determining urgency. For routine requests, AI resolves them instantly. For complex issues, it passes full context to a human agent so they can solve the problem faster. Customers get the best of both: speed from AI and expertise from humans.

        What AI Tools do you use in daily operations?

        Netfor utitilizes its custom tool RTIG, to recognize caller insights like sentiment and early language to give the agent quicker and more accurate insights on how to handle the call.

        What is Netfor technical support?

        Netfor offers outsourced, Tier 1 help desk support utilizing ITSM and ITIL-based frameworks. That means all technical requests from your customers or employees are routed to one place. And there’s always a live person available to address every ticket. With U.S.-based agents in the heart of the Midwest, we combine the latest technology with the art of great customer service to keep our clients productive.

        What are your service levels?

        Our service levels are completely customizable based on your business needs.

        See All FAQs

        Simplify Your Multi-Location Operations

        One partner for field services, customer support, and IT help desk—nationwide.

        Get field service deployment, 24/7 customer support, and IT help desk solutions from a single partner with 97% US coverage. No more juggling multiple vendors or coordinating complex service relationships.

        Email Us

        [email protected]

        Call Us

        800-638-3674