SERVICES WE OFFER
Helpdesk Support
When your staff encounter an issue that hinders their ability to complete tasks it is important they have an immediate way to find a resolution. That’s why MCL’s strong focus on rapid response times stands out as a key benefit to our current clients. They know that when a problem occurs, the MCL team will be ready to resolve it. When you call into our office, you will be speaking to a person right away who will help you find the answers you need. Or if you email our team, a technician will quickly start working towards a resolution for you while keeping you informed on our progress. No tickets or reference numbers for you to keep track of – let our team do that for you while we work on ensuring you can get back to your work as quickly as possible. Our standard helpdesk is available to all our clients between regular business hours (8AM to 5PM MST) and we also offer after-hours emergency support for an additional fee.
Areas of support
Whether your staff work in the office, at home, or in the field, our team is ready to assist with any issues that may arise on a daily basis. We support all the standard applications on workstations, including Office/Microsoft 365, internet browsers, PDF editors, banking software or other line of business applications such as QuickBooks or Sage 50. We help with the peripherals your staff work with daily including headsets, webcams, printers, scanners and others. And we help your staff when they are trying to figure out how to perform a certain task or determine why an error is being received on their system. If you have specialized software for your industry, our team can liaise with your program’s product specialists, further reducing downtime for your staff to resolve issues. Any task can be brought to our IT team’s attention for assistance throughout the day. We strive to provide the best managed IT support in Edmonton and Calgary.
Methodology
Our IT helpdesk support delivery is outlined below so you and your team know what to expect when an issue occurs:
Telephone or Email Support – This is a single point of contact for your IT service requests and incidents. We provide end user support, including remote support access and troubleshooting of all hardware, software, and connectivity issues.
Onsite Support – If an incident cannot be resolved remotely an onsite visit may be required to troubleshoot and resolve the issue. Scheduling of onsite visits will be done with a designated contact from your office and may require after-hours access depending upon the issue. As we offer managed IT services in Calgary as well the Edmonton Capital region, we have technicians available in both centres ready to visit your business when needed.
Equipment Exchange – If an incident cannot be resolved through either remote or onsite servicing, an equipment exchange may be required. Appropriate hardware will be sourced, configured, and provisioned for implementation. Replacement hardware or equipment cost are quoted in advance and can be billed separately as required.
It is essential that your staff have a fast and simple way to contact help desk support when they need it most. MCL removes the barriers most encountered when contacting business technical support to encourage staff to contact us whenever needed. Our goal is to make it easy to reach out for help with little issues before they become bigger, costlier problems and to ensure your team can accomplish the tasks before them with the tools they have been given.
How can we do I.T. for you?
Office
2nd Floor, 3851 Roper Road NW
Edmonton, AB T6B 3S5