Sentinel’s state-of-the-art Customer Service Center (CSC) is available 24 hours a day, 7 days a week, 365 days a year to handle the maintenance and support needs for your organization.
When a call or online ticket is submitted to our service desk, one of Sentinel’s qualified technical consultants is immediately notified and begins working to quickly and effectively resolve your issue according to our standard call tracking and escalation procedures. Sentinel’s Contact Center application helps the CSC tailor every response to meet your unique requirements which allows us to deliver the highest level of performance standards and reporting capabilities.
Sentinel’s service desk also offers additional features customized to your organization including a dedicated 800 number, immediate notification of any outages, and corporate branding on our Get Service Now™ (GSN™) online portal.
Sentinel’s end user support services provide a direct, single source of tech support for your organization’s employees and their devices.
Instead of employees directly contacting your IT department whenever they encounter issues with network connectivity, software/application functionality, or corporate devices such as laptops, printers, and mobile devices, they can reach out to Sentinel’s end user support instead. Our dedicated agents are available from 7:00am – 6:00pm CT every day to remotely assist users with a variety of tasks, such as password resets, adding and deleting users, software/application access permissions, installing/uninstalling programs, and antivirus configuration. Agents take and record appropriate actions in accordance with your corporate standards, practices, and procedures.
Sentinel’s Quality Assurance team is dedicated to ensuring your organization gets the most out of our end user support. We hold regular meetings with your organization to discuss strategic initiatives, and provide reports with in-depth analysis of uptime and availability, traffic patterns, recurring system errors, and service ticket submissions.