A Help Desk by Any Other Name

We’re going to let you in on a BIG secret.
Are you ready?
Don’t tell anyone…

The Infinity Help Desk—which you call or access via chat or client portal any time you have a question or unexpected issue—is not actually a desk. <Gasp!>

That’s right.
It’s helpful…but there’s no desk.

This is just one of the many reasons we have decided to change its name to something more meaningful. From now on, you’ll be contacting the Technical Assistance Center or TAC for all your technology needs. You’ll still reach the same helpful, friendly team. We’ve just clarified what kind of help you can expect to get. It’s not like we’re helping you with your taxes, right? We’re here to answer questions about your technology. In fact, you can think of us as ready to atTACk your issues!

Winning Titles

Once we made the TAC all shiny and new, our team member titles needed to be updated. In all honesty—go ahead, you can tell us—did you know the difference between Tier 1 and Tier 2? Or the difference between the Help Desk and the Service Desk? We’re guessing not. And we also understand that you don’t need to know (or care about) the difference—that’s fine, too. We just like to keep you informed.

TAC Administrator

Most likely your first point of contact. This person triages tickets as they come in and resolves issues that can be handled quickly.

TAC Analyst

This person helps with ticket triage and resolves more complicated tickets.

Field Technician

This is who you can expect to see in your building for any cabling or installation projects.

Systems Engineer

This team member may come to your office when a ticket cannot be resolved remotely.

Systems Architect

The buck stops here. The most complicated issues will be resolved by this expert. When you need a new solution designed for your company, this person figures out how to bring your business to the next level.

View this handy table for all the updates. Click the image to enlarge.

 

Together, we’re still your Infinity team—available 24/7 to our managed services clients and ready to help in any way we can. From accessing email archives and speeding up slow printers to planning a smooth move to the cloud or getting advice on an upcoming company project, we are here to give you all the technical assistance you could ever need while continuing to protect your business and give you peace of mind.