Managed Services | Help Desk Support
Throughout the business day, Rafte & Company provides high-level technical and application help desk support via telephone or remote access. We understand that the value of a help desk is measured in terms of speed and accuracy. The Rafte & Company Help Desk Support Team is committed to identifying any support issue quickly and then coordinating with the appropriate resource to resolve the problem with minimum disruption to normal business practices. Rafte & Company provides assistance on organization-wide office productivity and standard industry-specific applications.
Rafte & Company IS Helpdesk
Q: What is IS Helpdesk?
IS Helpdesk was born from the concept of helping the staff members to be more productive in a cost-effective manner. We have a team here ready to take calls that are specifically oriented to law firms and professional services organizations.
Q: How is it different from other help desk outsourcing options?
We’re not a generic technology company trying to break into the field of professional services. We have delivered business and IT consulting services to more than 40% of the small and medium-sized law firms and many professional services companies, in the Houston area. Rafte & Company IS Helpdesk is a cost-effective option that is designed specifically for professional services-based companies.
Q: Can you expand on that?
We know that professional services firms, like law firms and financial services firms in particular, are using Microsoft Word beyond its basic functionality with formatted Word templates for legal documents, transactional documents and client correspondence. In addition, they’re using sophisticated, industry-specific financial applications tailored to their business focus: legal, construction and engineering, healthcare, financial services, etc. So, we can answer their questions with a clear understanding of how they specifically use the various applications and an understanding of their business processes. There’s real value to that. And since the firm doesn’t have to pay for a full-time person sitting in their office, they can share that cost amongst many firms - it makes it financially viable.
Q: When did the service get started?
We created the concept in early 2000.
Q: I would imagine that most firms have someone who has this responsibility currently. What have you heard from them? Are they worried that you are taking their power away with IS Helpdesk?
One of the things that’s neat about this is that typically the firm administrator or office manager has a big headache in this arena. He or she is the one individual that employees are coming to complaining that they can’t get their work done because the technology isn’t working properly. The administrators then have to call a third-party or try to fix it themselves. Rafte & Company breaks this chain by providing one single point-of-contact to call. So administrators like working with Rafte & Company because our Help Desk Support services frees them from that burden.
Q: What criteria do you believe are most important for firms to consider when evaluating whether IS Helpdesk would be a good fit for them?
Our client base is made up of law firms and professional services organizations, so we understand their environments. The Rafte & Company Help Desk Support Team is trained in the law firm and professional services-specific IT environments and applications. We also make an ongoing commitment to professional development to ensure our staff’s skills and knowledge remains up to date. The training also informs our people about the best practices for these legal technology applications so we can share them with our clients. This industry-specific experience and focus on a trained support team are the primary benefits to our clients.
Throughout the business day, Rafte & Company provides high-level technical and application help desk support via telephone or remote access. We understand that the value of a help desk is measured in terms of speed and accuracy. The Rafte & Company Help Desk Support Team is committed to identifying any support issue quickly and then coordinating with the appropriate resource to resolve the problem with minimum disruption to normal business practices. Rafte & Company provides assistance on organization-wide office productivity and standard industry-specific applications.
Rafte & Company IS Helpdesk
Q: What is IS Helpdesk?
IS Helpdesk was born from the concept of helping the staff members to be more productive in a cost-effective manner. We have a team here ready to take calls that are specifically oriented to law firms and professional services organizations.
Q: How is it different from other help desk outsourcing options?
We’re not a generic technology company trying to break into the field of professional services. We have delivered business and IT consulting services to more than 40% of the small and medium-sized law firms and many professional services companies, in the Houston area. Rafte & Company IS Helpdesk is a cost-effective option that is designed specifically for professional services-based companies.
Q: Can you expand on that?
We know that professional services firms, like law firms and financial services firms in particular, are using Microsoft Word beyond its basic functionality with formatted Word templates for legal documents, transactional documents and client correspondence. In addition, they’re using sophisticated, industry-specific financial applications tailored to their business focus: legal, construction and engineering, healthcare, financial services, etc. So, we can answer their questions with a clear understanding of how they specifically use the various applications and an understanding of their business processes. There’s real value to that. And since the firm doesn’t have to pay for a full-time person sitting in their office, they can share that cost amongst many firms - it makes it financially viable.
Q: When did the service get started?
We created the concept in early 2000.
Q: I would imagine that most firms have someone who has this responsibility currently. What have you heard from them? Are they worried that you are taking their power away with IS Helpdesk?
One of the things that’s neat about this is that typically the firm administrator or office manager has a big headache in this arena. He or she is the one individual that employees are coming to complaining that they can’t get their work done because the technology isn’t working properly. The administrators then have to call a third-party or try to fix it themselves. Rafte & Company breaks this chain by providing one single point-of-contact to call. So administrators like working with Rafte & Company because our Help Desk Support services frees them from that burden.
Q: What criteria do you believe are most important for firms to consider when evaluating whether IS Helpdesk would be a good fit for them?
Our client base is made up of law firms and professional services organizations, so we understand their environments. The Rafte & Company Help Desk Support Team is trained in the law firm and professional services-specific IT environments and applications. We also make an ongoing commitment to professional development to ensure our staff’s skills and knowledge remains up to date. The training also informs our people about the best practices for these legal technology applications so we can share them with our clients. This industry-specific experience and focus on a trained support team are the primary benefits to our clients.
