Istonish is committed to providing the highest level of service and support for your Help Desk operation. Whether you prefer to use your help desk management tools or ours, our highly trained hardware and software engineers can quickly and accurately solve your technical problems efficiently and professionally. We can customize support options, provide scripted support for common problems and escalate calls to internal IT staff or other third-party providers.

As part of the Istonish Green IT offering, we provide help desk services for both physical and virtual desktop and server environments.

We offer three tiers of support based on the complexity of calls and the level of education and experience required by our technicians.

Tier One

Single point-of-contact to resolve 80% or more of issues
Triage and dispatch of appropriate teams to solve complex problems
Support for technical products, Microsoft® Office applications, basic networking issues, remote access, selected in-house applications and numerous third-party software applications
24x7 support (excluding U.S. holidays)

Tier Two

In-depth support for Microsoft® Office applications, networking issues and remote access
Microsoft® Server support including Exchange Server and SQL Server

Tier Three

Custom application support and customized support plans
Website support and maintenance

The Istonish Distinction
For nearly 18 years, Istonish has provided companies with the technical expertise to solve their computing problems. We realize that your most valuable asset is your customers, so we strive to become an active extension of your operation. This means embracing your values, goals, and business rules to seamlessly support your customers.

With Istonish Help Desk Support, you’ll experience:

Reduced costs as a result of consolidating resources to one service desk
Increased individual productivity
Higher service levels
More effective tracking and management
More consistent and correct information and call handling
Improved quality management of technicians
Access to great technology with no capital investments in acquiring software
Cost effective pricing across dispersed locations

Istonishing Service
Istonish is committed to providing the highest levels of service and support to Help Desk customers and their callers. We track a number of metrics that are considered to be important indicators of service quality. A sampling of the Service Level Agreement (SLA) metrics we measure and report on include:

Average speed to answer
Average handle time
First call resolution rates
Overall quality defined by: friendliness of technician, knowledge of technical information, productivity of the technician in terms of their ability to resolve the caller’s questions in an efficient manner

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Case Study

Colorado State Parks

"I appreciate the careful thought and attention to detail that the Istonish help desk is demonstrating. Once again, top notch job!"
– Colorado State Parks

“Thanks a ton to Istonish for getting me up and running again and doing a file recovery that saved me days of work.”
– Colorado State Parks

Hospital “I'd like to commend one of your helpdesk tech staff for assisting me in recovering some data I feared lost from my desktop hard drive to my new laptop. The technician allowed me to intrude into her space to urgently resolve the dilemma, worked patiently and professionally with me, answered all of my questions, and even engaged in friendly banter throughout the process. All of my files have been recovered, and I'm fully relieved. Please extend my appreciation for her effort.”
– Parkland Health and Hospital System