Industry-Leading IT Resolution Rates: How Atlas Does It

At Atlas Professional Services, we understand that downtime caused by IT issues can significantly impact your business. That’s why we’re incredibly proud of our consistently high first-response service ticket resolution rate. We don’t just answer the phone; we strive to fix your IT problems right away, minimizing disruption and maximizing your productivity.

This isn’t accidental – it’s the result of a strategic and client-focused approach to delivering top-tier IT support services in the Tampa Bay area.

Here’s how we achieve such exceptional results:

Local IT Support Powered by Dedicated Teams

 We believe in building strong, lasting partnerships with our clients. That’s why our engineers are organized into dedicated teams, and every client is assigned a team of three to five technicians. This unique model ensures that our team becomes deeply familiar with each clients’ business IT infrastructure, workflow and unique technology needs.

This familiarity leads to quicker diagnoses, more accurate resolutions, and ultimately, a significantly higher first-call resolution rate for your IT issues.

While occasional overflow tickets might be handled by another qualified IT professional, our primary goal is to connect you with your dedicated team first. We’re not just looking for anyone to close your support ticket. We want an engineer who understands your environment and can deliver faster, more effective IT solutions, preferably at the first point of contact.

Streamlined Onboarding: Setting the Foundation for Efficient IT Service

Our commitment to providing rapid IT support begins with our comprehensive client onboarding process.

This well-defined process includes several crucial steps designed to ensure seamless IT support from the get-go:

• Assessment and Documentation: We start with a thorough assessment of your IT infrastructure and note any questions we have about your IT environment. As we are documenting this information, we include a member of your IT support team to confirm they have what they need to provide quality service on day one.
• Client Kick-off Meeting: We finalize the onboarding with a crucial kick-off meeting with your team’s point of contact. During this meeting, we review our service delivery manual, outlining how your users can effectively engage with our IT support team and access available resources.

Our onboarding is handled by a small, experienced team to ensure a smooth transition. We also implement quality assurance checks with the service team to proactively address any potential issues and lay the groundwork for a successful long-term IT partnership.

This thorough onboarding process ensures we equip our IT service teams with the information they need to resolve your IT issues quickly and efficiently on the first call.

Certified IT Professionals: Constantly Elevating Our Support Skills

We firmly believe that a highly skilled team is the cornerstone of exceptional first-response IT support. That’s why we actively encourage our engineers to pursue relevant certifications and provide generous reimbursements for professional development and job-related certifications.

This commitment to continuous learning means that our IT help desk is staffed with professionals who possess a deeper understanding of IT systems and advanced troubleshooting techniques than a typical help desk.

When you reach out to us for IT support, you can be confident that you’re speaking with a highly trained IT professional capable of diagnosing and resolving your issue promptly.

Leveraging AI for Smarter, Faster IT Solutions

 At Atlas, we’re always looking for ways to enhance our IT service delivery. That’s why we’ve embraced the power of Artificial Intelligence (AI) through tools like Rewst for Robotic Process Automation (RPA).

Rewst enables us to automate routine IT tasks, such as creating and terminating user accounts within client systems. It also plays a crucial role in resolving common IT support requests like Duo lockout issues, allowing users to unlock themselves through an automated workflow. This frees up our IT engineers to focus on more complex issues.

Looking ahead, we’re actively exploring how RPA can further streamline our processes, including the intelligent prioritization, categorization and assignment of service tickets. This will minimize the time between ticket submission and engineer assignment, ultimately contributing to even faster IT resolution times.

As you can see, Atlas Professional Services’ industry-leading IT resolution rates are a direct result of our experienced team and trusted processes.

By prioritizing proactive support and efficient problem-solving, we ensure our clients in the Tampa Bay area experience minimal IT disruptions and maximum productivity.

Are you looking to work with a managed IT service provider that’s not only highly responsive but also delivers effective and lasting solutions? Contact us today for more information.