First‑Call Resolution
Most tickets are solved on the first interaction by experienced engineers—no endless escalations.
- ✓Local NC‑based team
- ✓Clear, friendly communication
- ✓Documented runbooks for speed
Real People. Real Answers. Right Away.
When technology fails, productivity suffers. That's why our Help Desk and End‑User Support are designed with fast response, clear communication, and friendly service in mind. ATCOM provides a staffed, local Help Desk right here in North Carolina. Whether it's a password reset, a printer issue, or a major system error, your employees can count on real people who understand your business — not a script.
Having enterprise‑level support is often cost‑prohibitive. With ATCOM, you get that same level of expertise without the overhead of building your own IT department. We resolve most issues on the first call, and when remote support isn't enough, our engineers are ready to dispatch on‑site.
We measure our success by your employees' experience. That's why we track every ticket, review customer satisfaction scores, and call back on any “you let me down” feedback. Your staff feels supported, leadership sees the metrics, and your business runs without disruption.
Technology should empower your people, not frustrate them. ATCOM's Help Desk and End‑User Support give your team confidence that when they need help, it's only a quick call or click away. Our hot‑line means you will not have to wait for a call back—you'll be immediately connected with an engineer.
What You Get with ATCOM Help Desk
Multi‑Channel Support
Call the hot‑line, email, or submit a portal ticket—whichever is fastest for your team.
- ✓Immediate engineer connection
- ✓Remote support & on‑site dispatch
- ✓Secure end‑user identity verification
Transparent Metrics
Ticket tracking, CSAT, SLA adherence, and trend reporting keep leadership in the loop.
- ✓CSAT and "you let me down" callbacks
- ✓SLA response & resolution times
- ✓Executive and technical summaries
Frequently Asked Questions
What issues can your Help Desk handle?
Anything from password resets and MFA lockouts to printers, email, VPN, Microsoft 365, endpoint problems, and line‑of‑business app triage. When needed, we escalate to engineering or dispatch on‑site.
Do you support remote and hybrid teams?
Yes. Our remote‑first tooling and secure identity checks allow us to support users anywhere while maintaining compliance and security standards.
Can we see ticket and CSAT reports?
Absolutely. We provide leadership dashboards and regular summaries that include volume, categories, SLAs, and customer satisfaction results.
Give your team confidence with ATCOM Help Desk
Let’s align SLAs, supported apps, and escalation paths to fit your business.