QLogitek provides support to organizations of all sizes through its Service Desk services. Our support model allows us to rapidly respond to client requests and inquiries. This ensures that our clients are effectively able to manage their volume of service inquiries in order to maintain sound customer relationships and deliver a strong customer experience.
Extending Your Customer Support Capacity
In many cases, QLogitek acts as an extension of the existing Customer Support/Helpdesk of its clients and provides either Level 1, 2 or 3 technical support to end-users. End-users have the option of engaging with QLogitek by phone, by email or by initiating a ticket using the QLogitek Customer Support web portal (https://support.qlogitek.com).
ITIL-based Incident Reporting
An ITIL-based ITSM software tool is utilized by QLogitek to manage the day-to-day support interface between end-users and QLogitek. The tool is also used to help manage service disruption through the effective identification, resolution and reporting of incidents (i.e., tickets and inquiries).
QLogitek’s ticketing system is also used for service level monitoring and reporting, establishing priorities and severity, escalations to senior staff and management and problem management activities. These reports are combined and utilized to determine support performance.
Local & Bilingual Support
QLogitek offers 24 X 7 X 365 bilingual (English and French) support. Normal business hours are 8:00 am to 5:00 pm EDT, Monday to Friday, excluding Ontario public holidays. After-hours support for evening, weekend and statutory holidays is also provided; if the issue is deemed non-critical, the end-user will be contacted on the next business day. If the issue is deemed critical, an on-call Support Representative will contact the end-user and work to resolve the issue per Service Level Agreement (SLA).
Our Customer Support team is comprised of approximately 20 full-time equivalents and is located across two centres, one based in Toronto, Ontario, Canada and the other in North Bay, Ontario, Canada. Team members are all trained process specialist resources, with a minimum of seven years of experience in either English or French as their primary spoken language.