Responsive, Quick, Effective and Friendly are the four metrics we monitor throughout our IT support. Each of them is important but fails if held independently from each other. 

Responsive

Responsiveness is how soon a LTC team member responds to a request for help. A client may put in a ticket by phone, email, LTChelpme.com portal, or client portal on the website. Most attempts with the phone will result in speaking with one of our great US-based team members. Our SLA is 2 hours.

Quick

Quickness is how long it takes to resolve the ticket. It is great to get communication immediately, but horrible if the problem persists for much longer than it should. LTC Technology has three tiers of helpdesk which are one, two and three. Each ticket is assessed and then sent to the appropriate department based on the complexity of the task. In addition, tasks are typically completed as they are received, but we take urgency and the nature of the ticket into consideration. For example, if one printer is down it will be resolved in order, but if all printers are down in a building, we will triage it. 

Effective

Effectiveness is how well is the ticket resolved. A strength of LTC Technology Systems is the ability to pinpoint the root cause of a systemic issue because of our broad service offerings which include IT Help Desk support and Infrastructure. The Infrastructure staff is BICSI certified and holds a low voltage license. Issues with technology lie within the software and hardware of the network. Having comprehensive knowledge of both makes our support very effective. 

Friendly

Friendliness is the type of culture you experience as you receive support. Unfortunately, many in the IT support world are perceived to be condescending and impatient.  Kindness and friendliness are our core beliefs in how business is supposed to be conducted. Anything other than that is simply not tolerated. It is understood that when a ticket is generated the client is already at a disadvantage because there is a disruption in their work environment. LTC Technology Systems is motivated to get your issue resolved quickly while ensuring you are treated in a professional manner

Conclusion

Lastly, the goal of our support is to ensure that your Information Technology is safe, efficient and effective so that your team can focus on their core business activities. Our aim is to respond fast, fix issues quickly and effectively while providing a pleasant experience for our clients. LTC Technology Systems would be pleased to assist your business if any of these qualities are missing from your current IT Support.