GTI Help Desk: Always more efficient!

Access the services of our Help Desk, the cornerstone of our Managed IT Services, and discover why our customers are more than 97% satisfied with our interventions.  At GTI, we make sure to keep our customers at the heart of our concerns. Not only do we want them to be satisfied, we want them to be delighted.

What is the GTI Help Desk?

Whether for hardware problems (i.e. computers, servers or devices), software support for applications, operating systems and databases, or guidance in the use of technological tools, our Help Desk offers technical assistance and guidance to our customers' users, resolving all kinds of IT queries.

The Help Desk team can intervene in 4 different ways:

• On-site, directly at the customer's place of business;
• Remotely, from GTI offices;
• On an emergency basis, via the GTI Emergency Service (SUG), which ensures accessibility and offers emergency technical support outside normal business hours, either remotely or on-site. SUG understands that, at such times, a rapid response is paramount. That's why SUG is committed to responding to all requests within 30 minutes.
• In prevention, during the Morning Preventive Monitoring (VPM), which is carried out remotely to check that a customer's servers and network components are working properly, and to bring them back into service in the event of a breakdown.

What should I do if I have a request?

Quite simply! Contact our Support Center by e-mail at support@www.gticanada.com or by phone at 514 937-6122. In just a few minutes, one of our experts will take charge of your request and process it as quickly as possible. You'll also receive an e-mail confirming that your request has been processed.

The GTI Help Desk in figures

Our experts understand availability and speed of response are major criteria for SMEs when choosing an IT supplier. That's why our team pays particular attention to measuring its performance in serving you quickly and efficiently, and staying ahead of the competition.

In October alone, the GTI Help Desk was responsible for:

• 1,730 customer queries handled;
• An average handling time of 37 minutes;
• And an average resolution time of 79 minutes, all queries combined.

In 2024, the GTI Help Desk is proud to have achieved:

• 14,000 completed customer queries;
• An average handling time of just 22 minutes;
• And an average resolution time of 74 minutes.

These statistics demonstrate the commitment of our entire team to delighting our user-customers with the performance and efficiency of our services.

Looking for a strategic IT partner for your SME?

GTI has been working for Quebec SMEs for over 35 years. We understand your business challenges and how technology can help solve them.