Certifications

Certifications have always been important to help desk organizations, but not a requirement. Centrivity front-line Customer Service staff are all required to hold Microsoft certifications with a minimum qualification of Microsoft Certified Systems Administrator (MCSA). All of our second level staff members are required to hold a Microsoft Certified Systems Engineer (MCSE) or better. We don't want to have to escalate an issue, but if we do, then it should be fixed immediately. We do this to ensure that everyone taking your call is not working strictly from a script. The staff has a comprehensive understanding of how systems and software work and work together.

 

Help Desk is our specialty and remains our focus. On several Federal contracts where we provide remote and on-site support desks, our technical staff is required to have a wide variety of skills and experience. In order to achieve this, we maintain partnerships with industry leaders including Microsoft, Cisco, Sun, Oracle, and HP.

 

Each incoming call to the support center is answered by a person who initiates a service tracking ticket. Centrivity understands our clients’ need to keep up with the latest technology while also supporting reliable technologies. That is why we insist on personal development of our technical staff through vendor training and certifications. This ensures that they maintain their knowledge and experience as reputable Subject Matter Experts.

 

Centrivity utilizes proven processes that are modeled after the Information Technology Infrastructure Library (ITIL) v3. To guarantee that we follow the processes and provide the best service available, we have put Service Level Agreements in place with great detail and standards that are higher than the industry average.

 

Centrivity's knowledge, experience, and industry recognition by certification ensure our customers the best available support, 24/7/365, at every level.