Answer the Telephone
It seems simple enough on the surface. But the kind of premier help desk support you receive from Braintek begins the minute you place a support call or submit a support ticket. It’s what our customers demand and what we deliver.
Carefully Read The Ticket
Nothing is more frustrating than to have to repeat the details of the support issue to the help desk technician. Braintek support techs carefully read your support ticket and ask only the questions needed to isolate and resolve the problem.
Clarify the Direction
Braintek support techs will clearly explain the courses of action to take to troubleshoot and isolate your issue. We won’t give you the run-around or speak in terms so “techy” that you’d have to be an IT tech yourself to understand.
Know when to Escalate
Braintek support techs will not let pride come before a speedy resolution. While each technician desires to solve your IT problem, it occasionally requires escalation. Our objective is to support you – not to protect our egos.
Braintek support techs take ownership of your ticket. If a solution is not quickly achieved, we will stay on it until the problem is fixed according to the best possible solution while keeping you updated in the process.
Scheduled Onsite Visits
During the course of investigating the more complex IT support issues, we will oftentimes have to follow up with you. When this occurs, we will keep our word and call or email you back when we said we would.