When customers call for technical support, they expect quick response times, a high quality of service
and expert problem resolution. That is exactly what Fusion provides.
Our technicians receive regular training, coaching and quality review to continuously sharpen
their skills, and they’re backed by a team of professional supervisors and managers to ensure
consistency and unmatched service delivery.
- Level 1-3 Support: Our Service Desk technicians are skilled in both Level 1 and 2 desktop
and server support. Level 3 support is seamlessly escalated to our senior engineers.
- Industry-leading Service: We answer most calls in fewer than 30 seconds, and our First
Contact Resolution is 77% (compared to the industry average of 64%).
- Microsoft and Apple desktop operating systems
- Thin clients and virtual desktop infrastructure (VDI)
- E-mail applications and browsers
- Microsoft Office and documented third-party applications
- Hardware and network troubleshooting
- Printer installation and support
- Mobile phones and tablets
- User administration
- Desktop performance problems
- Virus and malware infections