Service Desk
Service Desk (SDX) is the lifeline between NOCDOC and your business. Whether someone needs help resetting a password or troubleshooting a complex network issue, we’re accessible, reliable, and responsive.
Support For Your End Users
Once we understand the level of support you’ll need, we put together a solution to meet your needs. Our average turn-time to have you up and supported is 30 days.
- Ensure access to coverage when your users actually need it with our flexible support options
- Choose from our support level options, ranging from standard to extended business hours, to 24/7/365 coverage
- Bundle AV and patching with 24/7 SDX for additional value
- Measure success using established service level objectives and key performance indicators
SDX provides a single point of contact for your team and a variety of tools to meet end user’s needs, including a proprietary knowledge-base and self-help functions.
- Seamlessly integrate MSPs with your PSAs and other platform/ticketing systems
- Get up and running quickly within a few days, thanks to 10+ years of evolved process and application optimization
- Stay informed with core infrastructure knowledge management
- Quickly get help when you need it with multi-channel access
SDX serves as both a connection between end users and our agents and as a point of coordination for IT groups and processes. For MSPs, we create a spoke from our support hub, which is customized for your needs and your brand.
- Eliminate confusion for end users and protect your brand with a white-labeled, custom-branded SDX solution
- Benefit from the transparency of our detailed documentation and thoughtful issue resolution
- Rely on our responsible partnership through diligent follow-up and investigation until issues are resolved
- Save time as we ensure the right parties are communicating effectively
SDX stands for Service, Detail and Execution. The principles that drive SDX set us apart. Our goal is to provide quality service, with meticulous attention to detail, and quality execution from start to finish.
- Get thorough, consistent support for both your enterprise and Personal Area Network (PAN) Devices
- Stay informed with access to real-time reporting and analytics for your users on demand
- Grow your organization’s expertise though the continual expansion of your unique KB/FAQs/SOPs
- Use the same SDX point of contact to flawlessly connect to NOC, SOC, and engineering services
Our Team
Service Desk Manager
Brandon graduated from North Carolina A&T State University. Brandon has experience as an L1, L2, L3, Team Lead, Application Support Specialist and Microsoft Systems Engineer. As the Service Desk Operations manager at NOCDOC and with his breadth of experience, Brandon is able to expand the knowledge and skill set of each of his Service Desk team members. He cultivates a team synergy that is defined by its communication, precision, and efficiency. Brandon places value not just on being a great service desk, but a service desk that strives for excellence in service, details, and execution when working with all NOCDOC clients and partners. With a keen eye, you might catch Brandon donning homemade cosplay at a comic convention.
Service Plans and Pricing
We offer a wide range of services, and work closely with you to customize our approach to the appropriate level of service and capabilities your business actually needs. Let’s explore whether a partnership tailored to your operations makes sense.