24/7 Help Desk and Account Management for Always-Available IT Support

DVD Networks 24/7 Help Desk is a high-touch, fully managed support service that combines responsive help desk coverage with the guidance of an account manager. Instead of relying on outsourced call centers and experiencing ticketing black holes, you get a dedicated IT support team, comprised of in-house DVD Networks experts with a deep understanding of your environment.

What is Account Management?

At DVD Networks, your account manager serves as your organization's trusted partner, focusing on building a personalized, long-term relationship designed to help you achieve success. Your account manager oversees the alignment of your service goals and ensures seamless coordination between your business needs and our solutions.

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Benefits of Our Help Desk Services

With Help Desk Services from DVD Networks, companies carry out projects more smoothly without interruptions. Help Desk is a long-term investment in support that improves reliability, leads to quicker outcomes, and builds confidence across the organization. Some of the key benefits of our Help Desk services are:

Accelerated Resolution Times

Increased User Satisfaction

Fewer Escalations

Help Desk support is provided by DVD Networks staff, not third parties. DVD’s U.S.-based remote help desk services and Network Operations Center (NOC) in the Philippines ensure clients receive timely assistance regardless of location.

DVD earns the trust of our Help Desk customers by offering continuity of service. Clients can be sure that when they call our help desk, they are speaking to someone who knows their systems.

Business Association Customer

“DVD is very responsive and quick to address all service requests. The technicians have always been professional and want to make sure every problem has been addressed to your satisfaction prior to closing a ticket. We have worked with them for 5+ years, and I recommend them for IT support."

What’s Included in Our Support Model

Our Help Desk support goes beyond break/fix. DVD Networks delivers a strategic approach to long-term IT support services for SMBs and enterprises alike.

Incident Response

24/7 Help Desk facilitates the incident response process by serving as the initial point of contact for users reporting issues and sending them to the appropriate team for resolution.

Ticket Resolution

Our internal support team quickly identifies issues, implements a solution, documents the resolution, and verifies satisfaction before closing the ticket.

Account Reviews

Account managers conduct budget reviews and need assessments so they can build roadmaps to match current needs and deliver the right level of support in the future.

Escalation Handling

When our Help Desk clients fail to resolve a problem with vendors, DVD brings in specialized expertise to address the issue.

Environment Documentation

Our Help Desk services include documentation for troubleshooting and problem resolution so knowledge can be shared with the support team to improve the quality of user support.

Technology Planning

With DVD Virtual CIO (vCIO), companies benefit from professional advisory services for long-term and short-term strategic technology planning, as well as project management.

Multi-Site Support

Our Help Desk services provide around-the-clock support for multiple geographically distributed workplace environments, ensuring always-on, multi-site connectivity.

Managed IT Services

Help Desk services are enhanced by our full Managed IT Services portfolio, including endpoint management, cybersecurity, cloud support, and strategic planning, with account managers acting as a consistent guiding force, ensuring all services are aligned.

Industries that Rely on Dedicated Support

Senior Living

Healthcare

Small/Medium Enterprise

Large Enterprise

Senior Living

With over 20 years of experience in the Senior Living industry, DVD understands that Operators and Owners of Senior Living communities need rapid resolution of incidents to ensure the continuity of uptime in a healthcare setting.

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