MotivIT – Managed IT Services Provider | BPO Solutions
Global Service Desk
24/7 IT Support with a Global Reach
MotivIT’s Global Service Desk (GSD) provides reliable, 24/7 IT support designed to ensure seamless operations for businesses of any size. Our team of experienced technicians offers a multi-tiered support structure to resolve your IT issues quickly and efficiently, while ensuring minimal downtime. Additionally, with our whitelabel services, you can brand our support as your own, expanding your capabilities under your identity.
Full-Stack, Multi-Tiered IT Support
MotivIT’s GSD covers all levels of IT support, ensuring that your organization’s diverse technical needs are met. Our service tiers include:
Dispatch
Our Dispatch team promptly directs service requests to the appropriate support tier, ensuring fast resolution and minimal downtime. By prioritizing tickets based on urgency, we keep your operations running smoothly.
Tier 1 Support
Our front-line support technicians handle everyday IT issues such as password resets, software installations, user provisioning, and hardware troubleshooting. We ensure quick resolutions for commonly encountered problems, maximizing your team’s productivity.
Tier 2 Support
For more complex issues that require in-depth analysis, our Tier 2 support team addresses issues related to infrastructure, advanced software configuration, and network troubleshooting. Our certified professionals provide fast escalations and technical expertise to ensure swift resolution.
Tier 3 Support
Our highest level of support focuses on the most advanced issues, such as deep infrastructure analysis, cybersecurity incidents, and critical system failures. With specialists available across various IT domains (including cloud environments, security operations, and virtualization), your most critical issues are resolved by certified experts with years of industry experience.
Technical Account Manager
Our Technical Account Managers provide tailored support to ensure your IT infrastructure aligns with your business objectives. Acting as a trusted advisor, your TAM proactively monitors system health, manages complex issues, and provides strategic guidance to prevent potential challenges. With regular check-ins and performance reviews, TAMs help you optimize operations and make informed decisions, keeping your technology on track to support your growth.
Key Technical Features
- 24/7 Monitoring and Management: Our GSD operates on a continuous monitoring model, ensuring that we proactively detect and resolve issues before they impact your business. This includes network performance, server uptime, and application health.
- Multi-Platform Support: We support a wide range of operating systems, including Windows, macOS, and Linux, as well as a variety of network devices, storage solutions, and cloud platforms (AWS, Azure, Google Cloud). Our comprehensive knowledge base allows us to offer expert assistance regardless of your tech stack.
- Advanced Ticketing System: Each ticket raised by your users is logged and tracked in real-time through our state-of-the-art ticketing system. We provide customizable SLA (Service Level Agreement) parameters to ensure that issues are addressed within the agreed-upon timeframes.
- Remote Incident Resolution: Utilizing remote desktop access and diagnostic tools, our technicians can quickly resolve most issues without needing onsite intervention. This ensures rapid support across geographical locations, minimizing delays and costs associated with travel or hardware replacement.
- Whitelabel Capabilities: Expand your business offering by leveraging our whitelabel GSD services. With this option, we operate seamlessly under your company’s branding, acting as an extension of your own IT department to provide high-quality support without the cost of building out an in-house team.
- Customizable Knowledge Base: We create and maintain a knowledge base specific to your organization’s infrastructure, applications, and workflows. This allows for faster problem resolution and more effective handling of recurring issues.
Global Reach, Local Expertise
With offices and service hubs in multiple locations worldwide, MotivIT’s GSD operates under a “follow-the-sun” model. This means that no matter where your business is located, you will have access to our experts 24 hours a day, 365 days a year. Additionally, our SOC 2 Type 2 certification ensures that we adhere to the highest standards of data security, offering peace of mind for businesses with stringent compliance requirements.
Why Choose MotivIT’s Global Service Desk?
- Industry-Leading Response Times: Our SLA-based approach guarantees fast response and resolution times, helping you minimize downtime and ensure continuous operations.
- Proactive Incident Management: With our integrated monitoring tools and proactive management approach, we detect potential issues before they impact your business operations, ensuring your IT infrastructure stays healthy.
- Scalable and Flexible: Whether you’re scaling your business or managing a multi-location setup, our GSD offers the flexibility to scale up or down based on your unique requirements.
- End-to-End Support: From basic help desk queries to advanced infrastructure troubleshooting, we provide comprehensive IT support for users, devices, networks, and applications across your organization.