User Support & Help Desk

Got a tech problem that needs to be solved quickly? We can help!

No one wants to spend hours on hold when their critical computer systems are down. At Silverleaf, you can get right through to a real, local helpdesk technician that can begin addressing your needs right away.

We’ve all been there: seemingly endless hours stuck on the phone listening to terrible hold music when all you want is to talk to the person who can fix your problem in 5 minutes. Whether it’s for your home or business, when your systems are down, you need support quickly. When you call Silverleaf, you get to talk to a real person who will listen to your issue and direct you to the right IT helpdesk agent that can remotely solve your issue.

Silverleaf’s technicians are never given a script to follow. Our team will ask the right questions to find out exactly what’s wrong, what you’ve tried, and what they need to do to fix the issue at hand. We use the latest endpoint security & remote access software to remotely access your PC, investigate your network issues, scan your computer for malware, and more. If a remote session can’t fix your IT problems, we can send one of our trained on-site IT specialists to come to your location and repair the issue directly.

Multi-Channel Support, Ticketing

We offer multiple support channels to choose from, based on the urgency of the problem and general user preference. Users may request support through the following channels:

  • Email (available 24/7)
  • Web form (available 24/7)
  • Chat (available during business hours)
  • Phone (available during business hours)

Additionally, we keep track of all user support requests with our internal help desk ticketing system, so that issues are resolved faster and nothing slips through the cracks. By thoroughly documenting all user support requests (and solutions), we can efficiently resolve repeat requests and identify persistent problems with your IT systems and fix them – saving you and your user’s valuable time.

More information

User Support & Help Desk service is available to PRIME I.T. for Business clients. See Plans & Pricing for details, or contact us for more information.