Indianapolis Computer Help Desk

In an effort to provide the best service to our Indianapolis IT consulting clients we have made changes to our organization.  Through the years we have realized that anyone can fix a computer problem eventually but it is the relationship that makes the difference. 

Port-to-Port has had a computer Help Desk for many years.  Part of the functions of the help desk is to take phone calls and email requests from our customers.  The help desk technician attempts to fix what can be done remotely.  For those items that can't be completed remotely, a technician is scheduled to go visit.  For the last year we have attempted many different variations of the help desk.  We went from having a dedicated person on the help desk to rotating through our technical staff.  We have found that in order to have a good computer help desk we need to have a person dedicated to doing the help desk and embrace it to make it work.  So in order for our Indianapolis computer services clustomers to have a relationship with us they have to know that the person on the help desk really cares about them.  So, we have stopped having a rotating help desk and gone back to a dedicated person.  Our primary help desk person is now Chris.  If you would like some additional information about Chris, check him out on our website. 

In order to have a relationship you have to have communication.  When you think about an office full of technical people communication isn't a word you would normally associate with them.  Port-to-Port is trying very hard to make communication a word that you would associate with us.  As staff we are strongly encouraged to communicate to the point of over communication.  We aren't there yet but we are working on it.  Our help desk has started scheduling things instead of letting things sit in the queue.  Even though we aren't able to get it addressed as soon as we would like, we are at least letting people know what is going on.   Not only have we made changes with the help desk but we have made changes so that Damon and I function as the Client IT Managers.  One of our functions is to be the client advocate with vendors, our technical staff and whenever it is needed.  Damon, owner of our company, has direct business experience that allows him to bring additional insight that many business owners find helpful.   If you would like to know more about Damon check him out on our website. or check out some of his thoughts on his blog.  We are all trying hard to communicate more with our Indianapolis computer services customers. They are starting to see us change and are pleased which is a great sign.  But with every change other problems surface.  How we respond to those problems shows us what we are really like at the core.