Help Desk

A satisfied customer will tell 3 others--an unsatisfied customer will tell ten.  Zoyto's Help Desk creates satisfied customers.  

Zoyto’s help desk center is set-up as a three-tier system. Tier one resolves general inquiries that are well documented in the knowledge base system. Should the agent be unable to resolve the inquiry via the knowledge base, the case is documented and escalated to a more experienced agent for resolution (Tier two). In the few instances that a remote resolution is unattainable, Tier three agents will perform an on site visit to resolve the case. All cases are documented and accessible to the client for review. Unique cases that have not yet been documented in the knowledge base prior to resolution are added for future resolution. Zoyto’s knowledge base system records all incidents and provides the Help Desk agent with the necessary reporting capabilities to expediently assist the end customer. This helps to identify potential problems before they become serious and enables the agents to take the necessary precautions.