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Everyday heroes. We have a lot of them here at Elevity. Our team of technology experts diligently work to help you reach an elevated level of IT strategy, security, solutions and support. Behind the scenes, you’ll find our team members troubleshooting challenges and providing proactive IT support for organizations across the Midwest.
Like a peek into our everyday world? Let’s take a look at a typical day in the life of three of our Elevity support teams.
Relationships and trust are the cornerstones of every business partnership. We hope that these behind-the-scenes viewpoints give you a better understanding of how we’re working to elevate our clients’ technology management and transform it into a critical tool for their business growth.
RELATED: Can My Business Afford Outsourced Technology Management?
A Day In the Life: Elevity’s Service Desk Team
Elevity’s Service Desk Team answers the queue of Managed IT questions from customers via phone, chat and email. This team is set up as a Call Center and almost all customer requests for Managed IT service go through them.
This nine-person team has a phenomenal average customer satisfaction rating of 4.98 out of 5 stars. Wow!
In addition to monitoring the Service Desk queue and answering client questions, this team also works together to solve larger customer challenges, as each member of this team has their own specialties within their background and skill set. Together, they pool their talents to solve the toughest challenges experienced by our clients.
“Urgent customer projects can pop up quickly for the Service Desk Team. I’ve learned how to change priorities and jump to an urgent project when needed, then transition back to the unfinished project – seamlessly.” – Eric Willems, Service Desk Engineer III – Team Lead
RELATED: How Small Businesses See IT Managed Services Cost Savings
A Day In the Life: Elevity’s Client Success Specialist Team
Our Client Success Specialist (CSS) Team focuses on clients and account management. This includes acting as the client’s point-of-contact, running monthly client meetings and semi-annual Strategic Business Reviews, quoting hardware orders, answering billing questions, and assisting the client with anything they may need. The CSS’s also work in tandem with the vCIOs to bring new tools or software to clients and develop long-term strategic technology roadmaps.
The CSS Team Lead addresses team challenges and growth. When the CSS team generates great ideas, the Team Lead analyzes how to implement them for more streamlined and efficient collaboration among Elevity staff and in partnership with our clients.
“My goal as Team Lead is twofold, offering advice to the CSS team on client scenarios they are working through and to advocate for my team for the challenges we are facing in our role.” – Izzy Baier, Client Success Specialist – Team Lead
CASE STUDY: Comprehensive Tech Update for a Midwestern Law Firm
A Day In the Life: Elevity’s vCIO Team
Elevity’s Virtual Chief Information Officer (vCIO) team helps guide clients with any technology decision they need to make. The duties of this team are centered around IT planning and guidance, such as helping clients understand new hardware or software options.
Our vCIOs participate in client check-in calls and Strategic Business Reviews. These touchpoints help build the client relationship as we learn more about their business and the external factors that impact them.
The vCIOs also do research for clients and report back about IT trends within client industries, review/update security practices and scope out projects such as technology changes or upgrades.
Our Madison, Appleton, Milwaukee, Chicago and Columbus offices each have one vCIO. While they tend to serve their local area, the team often collaborates on larger projects and supports each other during busy times.
“As vCIOs our role is geared towards providing strategic IT guidance to clients about their use of technology, how they can use it to stay competitive. By helping clients strategically acquire and use technology we provide a critical role in our client's ability to achieve their business goals.” – Matt Freymiller, vCIO
Complete Technology Management Solutions
As one of the largest and most capable technology management providers in the Midwest, Elevity is here to serve you – because the key to getting ahead in today’s business climate requires a proactive technology strategy that helps to eliminate unpredictable costs and disruptions.
Elevity’s holistic approach to technology management has helped hundreds of Midwestern organizations – just like yours!
Want to learn more? Here’s a great place to start. Download our How to Set Up a Help Desk checklist and we’ll lay out 10 important considerations to paint a picture of what a successful help desk needs.
