24/7 IT Service Desk
Take your IT Help Desk to the next level
Think outside the IT help desk. Leverage Virteva’s IT Concierge Service to provide faster problem resolution and a better end-user experience.
With Virteva’s 24/7 Service Center, you get a purpose-built team of expert analysts to support your end-users around the clock. As a single point of contact for all end-user computing related issues, we support each customer’s requirements and their unique line-of-business applications to provide a personalized experience, from how we answer the phones to how we address issues.
Our business is built on ITSM best practices and tools from ServiceNow, Microsoft, Cisco, and other leading technology providers. The expertise gained day in and day out means our service desk team and senior consultants are more than just your run-of-the-mill IT help desk. They’re driven to deliver white-glove service to resolve issues in a way that leaves a smile on your user’s face.
Let our team keep the lights on for you, so you can focus on the thing that matters most: your business.
You handle the strategic, we handle the operations
Experience earned from serving 83,000 end-users means we have the best practices and solution templates for a variety of challenges. So let our people, processes, and technology provide operational excellence, so your team can take on the bigger picture.
From a Reactive to Proactive Service Desk
The most effective IT service desks make a modern, proactive approach to service delivery, rather than the reactive approach of the past.
Watch our webinar to learn how you can bring a proactive issue resolution model to your IT service desk, including how to mature your process, define success, and become proactive.
Our 100% U.S. based Service Center provides white glove service with every interaction
Many clients turn to Virteva after a poor experience with an offshore help desk because we can provide a personal experience on every interaction. As experts in recruiting, training, and managing staff for a 24/7 Service Center, Virteva knows how to manage people at all levels (L1-3, supervisors, managers), account for turnover, and manage millennials – the bulk of today’s technicians. This ensures continuous white glove service, without having to do the work or shoulder the costs of onboarding and supporting additional staff.
Our processes let us become a seamless extension of your team
A successful interaction means your end-users don’t know if they are talking to Virteva or your own agents. We work with you to create and maintain knowledge base articles, which are attached to every call we receive. This turns IT problems into math problems, which allows for repeatable service, predictability, and root cause analysis and solutions.
If you aren’t ready to outsource your entire help desk, you don’t need to. We can supplement your team with L1, L2, L3, or after hour support to meet your end-users needs.
We made the investment in the technology and systems needed to run a 24/7/365 Service Center, so you don’t have to
We’re more than just a help desk. We’ve implemented an enterprise-grade technology platform that provides instant IT maturity and scale to our clients on day one, without the need for large capital outlays.
Our distinctive platform doesn’t just let us provide support for incidents, service requests, and change management. It enables us to provide custom reports and dashboards and it keeps our analysts ahead of your needs so they’re always available for your end-users how and where they need us.
Accelerate Service Delivery with Automation
When you automate your service desk process with the right ITSM platform, you eliminate the manual processes that hamper productivity while unlocking efficiencies that drive business success. Automation empowers your team by replacing manual work with automated processes, reducing cycle times, reallocating resources, and overall boosting employee satisfaction.
Virteva By the Numbers:
First Contact Resolution (FCR) rate
years of service desk experience
consecutive years ranked MSP501
Net Promoter Score
More than just an IT help desk, Virteva’s 24/7 IT Concierge Service provides the expertise needed to support your end-user computing environment:
White Glove Service, 24/7/365
- A purpose-built, personalized experience, from how we answer the phones to how we address issues
- Integrated with your team to ensure your end-users always have the same high-end experience, no matter who they interact with
- Gain service desk maturity and scale in as little as 6 weeks
Instant IT Maturity and Scale
- Enterprise-grade technology: ServiceNow, Microsoft, Calabrio, Cisco, and more
- Thousands of articles and best practice templates
- On-demand resources across levels, domains, and technologies
- Driven to provide a better product to bring you better value for your investment
- Reporting and analytics highlight recurring pain points and proven remediation options
- Because we charge per user rather than per ticket, we are driven to reduce the number of issues your users have. That means fewer tickets for us, and happier users for you.
What Makes Virteva Different?
Virteva offers a unique set of capabilities to deliver concierge-level service.
A world class, 24/7 Service Desk with a Net Promoter Score of 84
Incentivized to solve issues at their source
Specialists in serving the unique needs of middle market clients
A full staff of every-level experts provide on demand service
Both part-time supplemental support and full-time service to meet varying customer needs
Ability to partner long-term and offer additional services as you grow
Schedule Your Service Desk Assessment Today!
The Service Desk Assessment is a structured approach to helping you understand where your service desk is today while providing practical recommendations to help you create a world-class service center.
Studies show that 50% of the perception of an IT department comes from interactions with the service desk. How does your organization measure up?
Click the button below and schedule an assessment to find out!