Legal IT Help Desk Outsource Services

Dedicated Support Team – Quality of Support

The Lawyers Help Desk Outsource Help Desk model dedicates a team of support professionals to your legal organization regardless of size. This model, along with the quality of technicians and low turnover, ensures a consistently high quality support experience.

• The Lawyers Help Desk technicians have an average of 10+ years of IT experience and the annual Help Desk turnover at The Lawyers Help Desk is less than 5%, with an average tenure of 4+ years
• Scalable model provides continuity and currently supports legal organizations from 10 to 2,500 users
• Strict quality control processes are consistently enforced
• Your dedicated team of Senior Technicians and customized process enables you and your team to address other business initiatives or opportunities

TLHD Outsource Legal IT Support Service Includes:

The Lawyers Help Desk recognizes that most law firms have specialized applications. We have established training processes and procedures that ensure high quality Level 1 and 2 support for custom applications.

• Support for proprietary and legal software as part of a complete outsource legal IT Support solution
• Turn Key Support: Outsource your custom application’s product support
• We are the liaison to the application developers to ensure the issue is properly communicated

Escalation Process

Some support needs require additional levels of assistance or require project management. A well designed escalation process is key to setting and meeting attorney expectations for maximum customer satisfaction.

• During our Service Desk Rollout we establish the optimal escalation processes for your law firm.
• Flexible Escalation Options based on your internal staffing and needs:
  • Issues can be routed to your internal IT team using our Enterprise Class Service Management System
  • Follow the established best practices and escalate to The Lawyers Help Desk's next level via our Service Delivery Supervisor
• Regular communication on your escalated issue occurs automatically so you know the status of current issues

Service Level Management and Cost Controls

The Lawyers Help Desk offers a wide variety of Help Desk and phone reports to help you manage your IT expenditures and performance metrics. Our reporting and client review presentation is ready for your upper management.

• Manage IT as a business with automated reports at your requested frequency – daily, weekly, monthly
• Types of reports include: Number of Incidents, Top 10 Callers, Top 10 Subjects, Tickets Closed last week, Abandon Rates, and Average Time to Answer
• We work closely with your law firm's point of contact to establish cost controls and mitigate reactive IT support

Contact The Lawyers Help Desk Today! Click Here