What is FLEXdesk?

We are here to help

With the ever evolving nature of the technology industry you may be in need of an out stretched arm of help with some of your customers. Today we are going to discuss how FLEXdesk can help you.

What is it?

FLEXdesk is a flexible, outsourced HelpDesk service that allows you to quickly and easily scale your business with a highly qualified and experienced team without adding the expenses associated with traditional employees. This allows you to focus on customer support and gives you peace of mind to provide a great customer experience.

Help desk support for tier 1-2 tickets.

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Advantages of FLEXdesk

  • Flexible scheduling.

  • No employee insurance.

  • Lower payroll.

  • Management is built into the offering.

  • Limited time commitment.

  • Pre-trained staff.

  • Ongoing professional development built into offering.

  • Hire many, pay for one.

FLEXdesk Tiers of Service

Time and task determine tier.

Tier 1

Basic task.

15-30 minute issues.

Tier 2

Intermediate task.

30-60 minute issues

Tier 3

Excluded from FLEXdesk

Assistance can be provided at a consulting rate. You can view our Fee Schedule here.

What Does Each Tier Troubleshoot

Tier 1- Basic

Support Examples


Accounts (Email, contacts, calendar) | Internet | Network | VPN | Local Backups | Offisite backups | Watchman notifications | Printer troubleshooting | Troubleshoot accounts | Update/Upgrade/Reinstall OS

Tier 2- Intermediate

Support Examples


Server based solutions | Routing, switches and firewalls | Wi-Fi issues | Database issues (Photos, SQL, Mail) | Specialized Software issues. (IE Big Sur and Adobe)

Exclusions

  • Rooted Consulting does not manage tickets.

    • A designated point of contact should assign tickets to us.

    • FLEXdesk Agents will reply to tickets assigned to them.

    • We use a dedicated Calendly link to schedule for your customers.

  • We are not 24 hour support, but 8-5 M-F CST

  • We don’t do offer after hours support.

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How To Get Started

Step 1

Consultant reaches out to flexdesk@rootedconsulting.org.

Step 6

Rooted Consulting begins work.

Step 2

Rooted Consulting, LLC schedules an overview call.

Step 5

Rooted Consulting and customer team meet up.

Step 3

Customer evaluates the FLEXdesk offering and makes a decision.

Step 4

Rooted Consulting and customer meet for onboard meeting.

What We Need

  • Designated point of contact for ticket management.

  • Access to ticketing System.

  • Access to customer documentation (Read Only).

  • Clear workflows for ticket assignment, resolution and updates.

  • Clear escalation paths.

  • Access to remote support software (If applicable).

  • Access to an IM System (Slack/MS Teams/Cisco Teams)

  • Access to note take solution (Read only)

*Tickets are where all notes and time will be marked.

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We Are Here to Help

We are ready to help you in any way that we can! To get the conversation started submit a ticket today.