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Behind the Scenes with Help Desk Cavalry

HDC YearInReviewWe’d like to share with you this quarter a little more about how our company is structured.  We have three core divisions within Help Desk Cavalry.  An easy way to think of them are Remote Services (a.k.a. Help Desk Team), Onsite Services (a.k.a. Project Team), and System Services (a.k.a. Behind the Curtain Team).  This month, we want to share a little more about our Help Desk Team.  This is the team that you typically think of when you email or call into the Help Desk.  They provide our clients with the fastest support possible when the Project Team is not currently working with the client on projects such as onboarding, upgrades, and new phone systems.  Once a new client is onboarded, the Project Team hands the reigns over to the Help Desk Team.  The Help Desk Team is primarily made up of our remote support personnel.  We have a dedicated dispatcher, Tier 1, Tier 2 and Tier 3 technicians as well as a Help Desk Manager. 

With the investment made on our remote management tools, over 90% of requests can be handled remotely from our office.  This enables us to keep a core group of technicians in the office to resolve issues in a timely manner instead of travelling to each client’s location for any  minor issue.  That saves our clients the travel costs and as well as a lack of resources while technicians are travelling.  However, if onsite support is needed, we won’t hesitate to dispatch that resource as well.  While the Help Desk Team is considered remote, they are all located right here in our office.  So, please feel free to come by and say hello any time!

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  • 2015 Year in Review--What Just Happened?

    What an incredible year 2015 was here at Help Desk Cavalry. We want to thank each and every one of you for being a part of our milestone year. During 2015, HDCav strategically increased personnel and its technology infrastructure to better support our clients. HDCav acquired Pro-Action I.T. based in Poulsbo and Bainbridge Island, and inherited their office in Poulsbo. Additional staff was added during the year including: Matt Hadlock, Luke Lucas, Brandon Hansen, Armand Cote, and Sarah Dennica Bingham. We hear that you are all enjoying working with them as much as we enjoy having them on our team. Read More button

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