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Desktop Support

Providing agents and employees with technical support to optimize their work experience.

About the team

When an agent or employee runs into a technical issue, the Desktop Support team comes to the rescue. With expertise in a variety of IT-based programs and software, the Desktop Support team resolves all kinds of issues ranging from simple to complex.

The Desktop Support Specialists respond to phone calls and emails quickly while maintaining a high level of courteous customer service. When necessary, they use remote desktop software to provide “hands-on” help so that the user can sit back and relax while the problem is solved. To keep everything running smoothly, the Desktop Support team uses a ticketing system to log and update customer requests.

Team metrics

Process ~25 Tickets Per Day

Less Than 2 Hours Per Ticket

Over 900 Users Supported

More Than 30 Applications Managed

Desktop Support ManagerMeet our Desktop Support Manager!

Brian Seeley

With over 25 years of IT experience, Brian Seeley is the knowledgeable leader of Ideal Concepts’ Desktop Support team. Brian attended Northampton Community College and is a Cisco Certified Network Associate. He worked as a data technician, senior network engineer, telephony manager, and IT manager.

Brian joined Ideal Concepts as a Help Desk Analyst in 2017 because he was impressed with the company’s growth and wanted to be part of the expansion. By 2019, Brian became the Desktop Support Manager. Outside of work, Brian spends time with his wife, Anahi, and son, Emmet. He also has two dogs, Hoshi and Pepa. Brian’s other interests include hiking, retro computing, and volunteer work.

Brian Seeley
“The Desktop Support team strives to ensure users can perform their jobs without technical roadblocks interfering with their duties.”

TestimonialsWhat people are saying