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IT Help Desk

Onshore IT Help Desk solutions that are always on.

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As technology intensifies competition, it’s imperative that your business adapt. Outsourcing your IT help desk or technical support to Netfor is the surest way to help you keep up and stay competitive.

Netfor’s IT Help Desk offers dependable, around-the-clock support for your organization’s most pressing tech issues. By integrating AI-based tools and developing future initiatives at Netfor Labs, we can quickly guide end-users through Tier 1 troubleshooting steps or escalate complex issues to a more skilled technician, ensuring minimal downtime for your organization.

For more than 30 years, we’ve been helping businesses modernize their IT help desks to become future-ready. Are you ready to join them?

Why Choose Netfor for Your IT Help Desk?

Agent Excellence

We focus on developing professional agents who go beyond merely answering calls to deliver service that creates repeat customers and elevates your brand.

  • Continual Training: We bring out the best in our agents with ongoing technical service training and consistent performance feedback.
  • Soft Skills: We vet and hire only those who display a high level of empathy and professionalism. We use our Real Time Interaction Guidance (RTIG) AI technology to recognize caller sentiment and instruct agents in our call center  how to use best practices we have developed over the past 30 years.
  • Know-How: Immediate access to knowledge articles and content to provide expert guidance to customers and consistently resolve calls.
  • Quality Audits: Regular call audits ensure that our agents meet a high standard of excellence.

Knowledge Management System

Our proprietary knowledge management system places your organization’s vital technical information and specifications at every live agent’s fingertips.

  • Articles: Customized, specific knowledge articles and content developed with your team.
  • Keyword Search: Our RTIG AI Tool and Agents respond and resolve interactions faster with our searchable database that finds and opens relevant knowledge articles based on the callers needs.
  • Technical Writers:  In-house technical experts work with your team to create content that agents must use and follow during calls.
  • Intelligence: Our AI-enhanced knowledge base continuously learns from past tickets, ensuring the most relevant solutions are recommended first. It’s like having a constantly evolving library of support insights at your fingertips.

Multi-Channel Managed Contact Technology

Your staff and end-users are a diverse group. To meet their unique needs requires adaptable solutions.

  • Channels: Phone calls, emails, chat, voicemail, SMS, and future potential to add video conferencing and AI to discern customer sentiment.
  • Auto-Distribution: Incoming media, such as calls, are routed to your assigned, qualified agent possessing the appropriate skillset.
  • SLA-Focused: Our blend of technology and empathy enables Netfor to meet tighter service level agreements than most others, like answering 97% of calls in less than 20 seconds with a phenomenal first call resolution rate of 90%.
  • Transparency: Clients have real-time access to call volume, hold times, and more.

IT Help Desk Savings Calculator

Our proprietary Calculator will help you determine the true costs of managing calls in-house.

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Our Process

At Netfor, we believe every successful organization runs on process. That’s why we spend so much time perfecting ours.

ASSESSMENT

We start by collaborating with you to determine your business needs and goals. After a thorough examination, we then chart a strategic roadmap to help you envision the steps and technologies required.

CLIENT ONBOARDING

We document every aspect of your business and deliver on it. Utilizing Agile methodology, your Netfor team and the Technical Account Manager (TAM) will establish deadlines and deliverables. We’ll also begin amassing the knowledge needed to manage your project successfully.

TECHNICIAN ONBOARDING

We start by collaborating with you to determine your business needs and goals. After a thorough examination, we then chart a strategic roadmap to help you envision the steps and technologies required.

CLIENT DELIGHT

In addition to real-time access to the status of your projects, you will also be in regular contact with your TAM. Depending on your preference, there will be weekly or monthly meetings to track progress and make corrections if needed. Once the project is up and running, we may scale meetings down to quarterly.

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“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.”

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Chuck Wright
Simon Property Group
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“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.”

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Sue Gordon
Quillo
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“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.”

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

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Gloria Nebarez
Mercy Housing

IT Help Desk FAQs

What can I expect with Netfor?

Netfor provides worry-free, 24/7/365 customer care for business consumers and technology users. With Netfor, you get world-class call center and service desk support as well as order fulfillment and field services.

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.

Do You Work with Government call centers?

Netfor is expert at handling the calls that can be a nuisance to support teams for your state, county, and local citizenry. Our agents walk callers through everything, from login issues and password resets to creating accounts, requesting services, and filing reports.

What are your service levels?

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

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.

See All FAQs

Solve Your Puzzle

Get ahold of a BPO expert who knows what direction to point you in.

Let’s start a conversation and see how Netfor can help. Please fill out the form, and a member of our team will be in touch soon. Thank you for your interest in Netfor!

Email Us

[email protected]

Call Us

800-638-3674

Visit Us

202 North Illinois St.
South Tower, 16th Floor
Indianapolis, IN 46204