Help Desk Frequently Asked Questions (FAQ)
Q1: What is our help desk?
Our helpdesk is here to support you with any technical issues you might come across. We are experts in resolving these issues for you. We provide 24/7 support to ensure our customers are covered. We're dedicated to keeping your IT running smoothly.
Q2. What is the process for using our help desk?
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Contact Us: Reach out via phone, email, chat, or web portal. Email is our preferred method. Our helpdesk email address is helpdesk@pmc-it.co.
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Ticket Creation: We'll create a support ticket for your issue.
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Initial Assessment: Our team will assess the problem and prioritize it.
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Resolution: A technician will work on resolving the issue.
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Follow-Up: We'll follow up to ensure the problem is fully resolved.
Q3. What are support tickets?
Support tickets help us track and manage problems or tasks from the moment they are submitted until they are resolved. When you submit a ticket, it goes through several steps: assigning a technician, gathering more details from you, troubleshooting, escalating if necessary, resolving the issue, and finally, collecting your feedback to help us continuously improve.
Q4. What is a customer portal?
A customer portal is a way for you to check on your tickets, generate tickets, and view our knowledgebase (a place with helpful IT tips). If you need access to the customer portal, email us a ticket at helpdesk@pmc-it.co with subject ***Portal Access***