Help Desk & Issue Tracking

What We Deliver

Responsive, Multi-Tier IT Support That Holds Itself Accountable

Every minute your team spends waiting on IT is a minute not spent on the business. SorceTek's help desk delivers structured, multi-tier support backed by a ticketing system that tracks every issue from first contact to resolution. Our U.S.-based agents include consultants with real SAP and ERP knowledge, not generic script-readers, and our SLAs hold us accountable for both response and fix times. It's built for small and midsize teams that need enterprise-grade support without an enterprise headcount.

Multi-Channel Intake

Your team reaches us the way they prefer (phone, email, self-service portal, or chat), and every request lands in one tracked queue.

SLA-Backed Response

Priority tiers carry contractually committed response and resolution targets, reported to you every month so accountability is never in question.

SAP & ERP-Aware Agents

Transaction-level SAP and ERP troubleshooting is handled directly by knowledgeable consultants instead of being bounced to a separate team.

What's Included

Help Desk Capabilities Built for Growing Teams

A complete support function that's staffed, structured, and measured, delivered as a predictable monthly service.

Multi-channel support intake across phone, email, portal, and chat
Level 1 triage for password resets, access provisioning, and basic troubleshooting
Level 2 technical support for application errors, system configuration, and network issues
Level 3 escalation for infrastructure, server, SAP/ERP, and security incidents
Full-lifecycle issue tracking and ticketing for every support request
Knowledge base that accelerates resolution of repeat issues
User satisfaction scoring on resolved tickets
Monthly SLA performance reporting and trend analysis
SAP and ERP user support handled by knowledgeable consultants
Defined escalation paths and priority-tier routing

Our Process

How Every Ticket Moves to Resolution

Intake & Triage

The request arrives through any channel, is logged as a ticket, and assigned a priority tier that sets its response and resolution targets.

Diagnose & Resolve

Level 1 handles common issues on first contact; deeper problems route to Level 2 and Level 3 specialists without losing context.

Escalate When Needed

Infrastructure, SAP/ERP, and security incidents move to senior engineers with full ticket history attached, so nothing is re-explained.

Confirm & Document

We verify the fix with the user, capture the solution in the knowledge base, and close the ticket with a satisfaction score.

Report & Improve

Monthly SLA and trend reporting surfaces recurring problems so we can fix their root causes.

FAQ

Common Questions About Our Help Desk

What are your help desk SLAs?

SLAs are defined by priority tier. Priority 1 (system down, business-critical) receives a 1-hour response with active work until resolved. Priority 2 (significant impact) receives a 2-hour response. Priority 3 (moderate impact) is addressed within 4 hours. Priority 4 (low impact) is scheduled within one business day. All SLAs are contractually committed and reported monthly.

Do you support SAP and ERP application issues through the help desk?

Yes. Our help desk is staffed by consultants with real SAP and ERP application knowledge. SAP user support, transaction-level troubleshooting, and data queries are handled directly by our team rather than escalated to a separate SAP group.

Can you take over our existing help desk?

Yes. We conduct a transition assessment to understand your current environment, open tickets, escalation paths, and user expectations. Transitions are managed over a defined handover period to ensure continuity, so your users feel a smoother experience rather than a disruption.

Is your help desk U.S.-based?

Yes. Our help desk is U.S.-based and staffed by SorceTek consultants. We are headquartered in Texas and support clients nationwide, so your team works with people who understand your environment, your time zone, and your business.

How do users submit and track their issues?

Users can reach us by phone, email, self-service portal, or chat. Every request becomes a tracked ticket with full lifecycle visibility, so both your team and ours can see status, ownership, and history at any time.

How do you measure quality of support?

We capture a user satisfaction score on resolved tickets and report SLA performance every month. That data drives knowledge-base improvements and root-cause fixes so recurring problems shrink over time instead of repeating.

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