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Help Desk
Soroc’s Help Desk offers customer support, call center management, help desk, remote fix, self-service and EDI services.

The Help Desk leverages its expertise, certifications and advanced technology to deliver rapid incident resolution.
Soroc Value Advantage
Rapid Resolution
Resolve 85% of incidents in the first call and enables our field technicians to resolve 95% of incidents on the first visit.
Customized
Create a custom knowledge database for each client to drive faster resolution rates and also provide self-service access for clients and end-users.
Efficient
Use advanced technology to log, track, troubleshoot, resolve and report incidents throughout the entire resolution cycle.
Quality Service
Received a 94 - 96% customer satisfaction rating for responsiveness, quality, professionalism and performance.
Expertise
Soroc’s Service Desk team holds a host of certifications in all major manufacturer products. Soroc also certifies in industry-specific and client-proprietary systems and software.
Help Desk
  • Central point of contact with option of dedicated 1-800 number
  • Bilingual, 7x24x365 support
  • Specializing in Desktop and POS verticals
  • Integrated Knowledge Base, Known Error Database
  • Incident lifecycle management – escalations to 3rd-level support internally and with external vendors
  • Contact methods – email, phone, self-serve, EDI
  • 30 sec. average speed of answer
  • Avaya Automated Call Distributing system – skills-based call routing connects users with the analyst best-suited to respond to their incidents
Self-Serve
  • Self Serve knowledgebase enables the end-user to resolve their own ‘how-to’ questions / incidents
  • When necessary, the end-user can escalate incident to the Help Desk to manage
  • Allows Help Desk to focus on critical/urgent incidents
Real-time Information
  • Integration with client’s system to enable end-users to submit incidents electronically to Soroc via their own incident management tool
  • Secure protocols used to ensure data security
  • Resolution status automatically updated in client’s system
Remote Fix Services
  • Soroc utilizes different tools for remote desktop support depending on client security requirements
  • Reduces the number of incidents dispatched to Desk Side and Field Technicians
  • Increases First Call resolution rates
Leadership Award Announcement IBM Award Announcement

Announcement: 

Title: Soroc Technology Incorporated Receives Growth Leadership Award 2011. 

Sub-Head: Soroc is Recognized by IBM for Their Participation and Success in IBM’s ...
Netezza Announcement Partner Certification Announcement 

Announcement: 

Title: Soroc Technology Incorporated Achieves Reseller Authorization for Netezza Datawarehouse Appliance®. 

Sub-Head: Soroc Technology is Recognized for their Expertise in Delivering Netezza’s Industry Leading Datawarehouse ...
Soroc Technology Incorporated Achieves Oracle PartnerNetwork Certification for Oracle Exadata Database MachinesSoroc Technology is Recognized for their Premier Expertise in Delivering Oracle’s Industry Leading Data ...