End User/Help Desk

Have you ever…

…called to a helpdesk and talked with someone from another country who you couldn’t understand?

…felt like your service tech has spent too much time working on symptoms and never identified the root cause of a problem?

Would you like…

…a service partner who is knowledgeable about your business and environment?

…to know that you have a  Service Level Agreement  (SLA) that guarantees response times and expectations?

We offer a fully staffed helpdesk housed at our Raleigh, NC headquarters!  Our professionally certified systems engineers are on-call and ready to assist you.  We retain complete documentation of your network as well as your entire service history, allowing for quick and effective troubleshooting.  Do you have a technical issue that cannot be resolved remotely?  That’s no problem!  We can easily transition between phone and remote support, deploying an engineer to your location as needed.

Carolinas IT services are backed by a Service Level Agreement so you can experience peace of mind knowing that your requests for service will be addressed promptly.  Our company follows a structured set of best practices for providing support in order to consistently deliver outstanding service.

We Offer

  • Support via phone / email / online chat
  • Friendly service coordinator to get you quickly to the help you need
  • 24x7 Access to live, local support
  • ITIL standards based approach
  • Online portal so you can see details of any ticket
  • Service ticket/tracking system
  • Customer satisfaction surveys/measurements
  • Quick escalation to senior engineers