Firm Expands Help Desk Coverage with Intelliteach

Intelliteach has been selected as the new help desk provider to handle overflow and afterhours user support by Kasowitz Benson Torres & Friedman. The New York City-based national law firm them to provide their 24/7 help desk operation.

Kasowitz Benson Torres & Friedman LLP (KBT&F) says the transition to Intelliteach has been seamless, according to Dominick Napolitano, the firm’s User Support Manager.

Ted Ferguson, CIO for the firm, says they are focusing on providing quality, cost effective user and client services, and on having an efficient and capable help desk function.

Intelliteach provides the firm with first-line, level 1 support to their 650 users across 5 offices. This allows them to be a complete 24/7 help desk operation.

Adding Intelliteach to enhance KBT&F’s help desk coverage has given the firms’ attorneys and staff quicker access to application-specific support and expanded troubleshooting and issue resolution options.

Intelliteach now handles all after-hours calls for the firm. They are also supplementing the internal daytime team on an as-needed basis.

Ferguson says the firm has greatly enhanced their ability to deliver timely and quality user support since they established round the clock service with Intelliteach’s help.

Intelliteach is 100 percent dedicated to the law firm market and assists with over 50,000 legal software and hardware questions per month. They are based in Atlanta, GA and have over 135 dedicated law firm software service desk experts.

Intelliteach provides the non-stop 24 hour-a-day coverage through several help desk support options such as Complete Service Desk Outsourcing, After-Hours Support, and Overflow Support.

Intelliteach first served the legal community in 1999 and currently supports over 82,000 law firm users in 23 countries that span throughout 400 countries. They are fully staffed to handle all legal software support questions, as well as first-level networking issues.