Introducing Sovran’s Help Desk: How Can We Help You?
Sovran’s help desk team has helped nonprofits and businesses from Minneapolis/St. Paul, Sioux Falls, Fargo, Eau Claire, Des Moines, and beyond. Our reputation attracts talented professionals, and we work to achieve the highest certifications for our platforms. Sovran is recognized by our vendor partners as a top-level technology provider.
Learn the advantages of remote IT support for your nonprofit or business, from a Tier 1 Support provider and Microsoft Gold Partner.
1. What Is A Help Desk?
Sovran’s help desk provides 24-hour service you can reach by phone or email. When you reach out to Sovran’s help desk, the team member you reach has a broad understanding of the product. They will work with you to identify your needs and provide tips on how to manage a problem.
Advanced diagnostic tools and data analysis may be done at this point.
If the issue is an existing one, there may be a solution or workaround the help desk can implement on their own via RemoteAgent on your PC.
If necessary, a ticket number will be issued while an engineer can be made available to work on your issue.
2. Tier 1 Support for M365
Sovran is a Tier 1 Support provider for Microsoft 365. The Sovran team has a direct line to Microsoft, allowing premium access to new developments, or quick and expert support if an issue needs escalation. Microsoft sets several conditions and standards that its partners must meet in order to qualify as a Tier 1 support provider.
3. Microsoft Gold Partner
Sovran is a Microsoft Gold Partner for Cloud Productivity, Cloud Platform, and Small and Midmarket Cloud Solutions. Sovran is a Microsoft Silver Partner for Collaboration and Content, along with Datacenter. Multiple certifications and requirements must be passed to achieve each certification, and Sovran is dedicated to continuous learning.
4. Sovran’s Help Desk Team
Jerry Martin is the Senior Operations Technician at Sovran, leading the help desk team. He is on-site with clients daily as well and shares his positive attitude with anyone he meets!
Chi Vang is a help desk tech at Sovran. He loves solving complex client issues and learning more to help every client. RemoteAgent is his favorite tool, so he can solve problems right on the client’s PC.
Justine Del Rosario is a help desk technician at Sovran, and keeps a sharp eye out for any online alerts and emails that come through. He’s been in the IT industry for a decade and knows his way around the help desk!
Abdel Askar is a help desk technician at Sovran and loves spending his days helping with Microsoft Office 365. He’s a constant student, learning new things in-and-out of the office every day!
Dan Freeman is a help desk technician at Sovran who provides hard-hitting IT support to clients day in and day out. Call or email the help desk to hear his friendly voice!