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.

Reach Out Today
RC-Emoji

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.

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

thumbs up
thumbs up

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

Support Examples

Internet

Network

VPN

Watchmen Notifications

Local Backup

Offsite Backups

Printer Troubleshooting

Troubleshoot Accounts

Update/Upgrade/Reinstall OS

Accounts (Email, Contacts, Calendar)

Tier 2

Intermediate Task | 30-60 Minute Issues

Support Examples

Server Based Solutions

Routing, Switches, and Firewalls

Wi-Fi Issues

Database issues (Photos, SQL, Mail)

Specialized Software issues. (IE Adobe)

Exclusions

      • Rooted Consulting Does NOT Manage Tickets.

          • A designated point of contact with in your organization 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. This is the only way we schedule time for support. 

     

    • We are NOT 24 hour Support, but 8-5 M-F CST

We don’t offer after hours support.

mdm-icon3

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.

RC-Icon

How To Get Started

What We Need to Get Started

Step 1

Consultant reaches out to flexdesk@rootedconsulting.org.

Step 2

Rooted Consulting, LLC schedules an overview call.

Step 3

Customer evaluates the FLEXdesk offering and makes a decision.

Step 4

Rooted Consulting and customer meet for onboard meeting.

Step 5

Rooted Consulting and customer team meet up.

Step 6

Rooted Consulting begins work.

Your-Business

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.

Get Support

Frequently Asked Questions

What is FlexDesk?

FlexDesk is a flexible, outsourced HelpDesk service that allows your IT consultancy to quickly and easily scale with a highly qualified and experienced team without adding the expenses associated with a traditional employee. 

Who is FlexDesk for?

Maybe you are a smaller organization that is growing, but not yet to a point where it makes sense to bring someone on full-time. With FlexDesk, you gain the ability to continue growing your business without needing to hire or train a new team member. And our ongoing professional development means that no matter what comes up, we’ll be prepared. 

Or maybe you want the ability to focus on larger, more technical projects without sacrificing the less technical work. With FlexDesk, you can be more free to pursue those projects while knowing that the “smaller” work will continue to be handled. 

What type of work does FlexDesk do?

FlexDesk focuses on Tier 1-2 remote support. If needed, our staff can assist with things beyond Tier 2, though this will be billed our regular consulting rate. Our fee schedule and certifications can be found below. 

Fee Schedule 

Certifications 

Do you actively manage my ticketing system?

No. FlexDesk does not actively manage your ticketing system. FlexDesk operates in a passive role. We only work on the things you assign to us. 

What is your response time once you are assigned something?

We respond to tickets within 4 business hours, and our goal is to have an appointment scheduled within 8 business hours. 

When are you available? Are you available 24/7?

FlexDesk hours are 8:00am-5:00pm CST, Monday-Friday. We are not available on holidays or weekends. 

How does FlexDesk schedule time with my customers?

When work is assigned to us, a FlexDesk agent will reach out to the customer via email. From here, it will be up to the customer to schedule an engagement. We use a service called Calendly that allows customers to view our calendars and schedule time when there is mutual availability. 

Can my customers just call you to receive support?

No. In order to help ensure the best service possible, we use Calendly to schedule with customers. 

What remote software do you use for support?

Unless we are given access to your remote software, we use TeamViewer for remote support. 

Do you take notes on the work you do?

Yes. We take all notes in Daylite. We can copy/paste our notes into your ticketing system so that you have access to them, and so that you have visibility into the work performed. 

Do you introduce yourself as Rooted to my customers?

No, we introduce ourselves as part of your team. 

What do you bill me for?

We bill for any action that we take. This means we bill for the time it takes to schedule and for the time of the engagement. We bill in 15 minute increments. 

This all sounds great. What do I need to get started?

Fantastic! To get started, please email support@rootedconsulting.org. From here, we will get a call scheduled.