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Service Desk -Call Center
We offer end-to-end service desk solutions, project management, and highly trained operators. Our team undergoes continuous, specialized training so they can serve your clients with the professionalism and attention you expect.
We Deliever
Delivering dependable, professional, and highly responsive assistance to organizations across the United States and Costa Rica. Our team of experienced technicians provides 24/7 remote support for users, systems, and critical business applications, ensuring that your operations stay secure, productive, and uninterrupted. Every request is handled through our structured ticketing workflow, giving you clear communication, real-time visibility, and documented resolutions for complete accountability. We proactively monitor your systems for performance issues, outages, security threats, and compliance concerns, allowing us to identify and resolve problems before they impact your business.
Experienced with Software and Hardware remote support
Whether your staff needs help with desktops, laptops, servers, mobile devices, email, network connectivity, Wi-Fi, or line-of-business applications, our Service Desk delivers fast and accurate support tailored to your environment. We also handle patching, system updates, software deployment, password resets, account changes, hardware troubleshooting, vendor escalation, and routine maintenance tasks—all designed to reduce downtime and maximize end-user satisfaction. Our technicians are familiar with hotel PMS/POS systems, school environments, nonprofit workflows, marine terminal infrastructure, and multi-site corporate networks, giving us the breadth of knowledge to support virtually any environment.
Around the clock
With World Network Systems, you gain a dedicated, client-focused team that believes “good enough” is never good enough. Our Service Desk integrates seamlessly with your daily operations, providing the reliability, responsiveness, and expertise your organization needs to stay ahead of issues and remain fully supported around the clock.
Previous Service Desk Engagements
OKTA MFA Rollout for RHD
Okta Help Desk – 4,000-User MFA Migration for Resources for Human Development
World Network Systems successfully supported a large-scale Okta MFA conversion for more than 4,000 users at Resources for Human Development. Our team delivered a fully staffed, turnkey help desk with 10 trained operators providing 24/7 phone support throughout the six-week project.
We supplied a complete call center solution, including a dedicated toll-free 800 number, professional operator headsets, and a phone system with full reporting and call analytics to ensure high-quality service and accountability.
Our services included:
- Development of training and instructional materials to guide temporary staff in assisting end users with MFA setup
- Three weeks of live phone support for users completing their MFA enrollment
- Scalable staffing: 1 to 4 technicians available based on call volume and demand
- 8:00 AM to 6:00 PM customer support, Monday through Friday
- A dedicated local phone number and hardware for incoming calls
- Comprehensive call activity reporting for transparency and performance tracking
This project highlights our expertise in large-scale authentication migrations and our ability to deliver reliable, fully managed help desk operations.
Payroll System Conversion – Paylocity Migration
World Network Systems provided full-service support for a large-scale payroll system transition to Paylocity in March 2023. Our team delivered dedicated Tier 1 assistance to guide staff through the rollout, including help with authentication through Okta, basic navigation of the Time & Labor module, entering and approving time, and escalating issues to the proper teams when needed.
To ensure a smooth transition, we operated a remote service desk for six weeks, offering comprehensive phone-based support for all end users adopting the new payroll platform.
📞 Support Services Provided
- Four remote technicians available from 6:00 AM to 6:00 PM
- Standard support hours: 8:00 AM to 6:00 PM, Monday–Friday
- After-hours support from 6:00 PM to 2:00 AM
- Dedicated local phone number for staff
- Fully provisioned phones for our support team
- Detailed call activity reporting
📊 Reporting & Analytics
To ensure visibility and track performance, we delivered:
- Daily call volume reports
- Daily success and failure summaries
- Weekly and end-of-project performance reports, including total volume, success rates, and resolution metrics