02 / IT support

A desk that answers. A team that watches while you work.

Helpdesk during the week. A surveillance team, Monday to Friday, 8 to 5, watching your environment the whole time. And for existing clients, a real emergency line, 24 hours a day, 7 days a week, when something cannot wait until Monday. We are not a 24/7 operations centre with a glass wall. We are a shop in Trois-Rivières that picks up, watches the stack we already run, and shows up when the dock needs hands.

• Helpdesk with a name on the door

  Local (819) 378-6090. Toll-free 1-866-378-6090. The client portal if you already know the ritual. Hours are Monday to Friday, 8 to 12 and 1 to 5. On the other end is a person who has probably been in a room like yours, not a script in another timezone.

• Surveillance, 8 to 5, Monday to Friday

  A team watches your environment during the work week, continuously, while you are on the floor. Drifting backup, a dead access point, a server that is too hot: we try to see it before the line does. This is not a night-and-weekend operations centre. It is a dedicated watch during the hours the plant actually runs.

• Emergency 24/7, for existing clients

  Nights, weekends, holidays: if you are already a GOX client and something cannot wait, you call the toll-free line. A person answers. Fees apply, and they are written down, so nobody is guessing at 2 a.m. New prospects do not get this door. Clients do.

• On-site when remote is not enough

  Some tickets die in a screen share. The scanner, the dock, the access point above the forklift: we come. Trois-Rivières and La Tuque are not a drive we invent. They are where we already are.

• Lenovo and IBM service, after the invoice

  Warranty, image, the dock, the broken ThinkPad that still has to open Visual. We are a service centre, not a storefront that forgets you once the box is on the truck.

• A ticket that is not a void

  The unofficial IT person on the floor should get their job back. Requests have a state. You can see them in the portal. You are not mailing three first names and hoping.

How a day on the desk goes

Open it. Fix it. Come if we must. Write it down.

1. 01

   Open

   Portal, phone, or mail. It becomes a request with a name, not a thread that dies in Outlook. If it is an emergency and you are a client, it jumps the weekday queue.

2. 02

   Fix

   Remote first, because most things are. The person on our side can see the same stack we already manage: the laptop, the firewall, the server. No “have you tried restarting” as a personality.

3. 03

   Come

   If the hands have to be in the room, they are. We would rather drive than pretend a hanging access point can be talked down over the phone.

4. 04

   Write

   What broke, what we did, what we do not want to see again. The surveillance team uses that note the next morning. The emergency at 2 a.m. should not be a surprise at 8.