Our normal Help Desk (Network Operations Center) hours are 6am-7pm. After-hours support is available, and we have techs available 24/7/365 for emergencies.
Every end user can contact the Apogee Help Desk via phone (xxx.xxx.xxxx) or email (support@blkrockit.com).
We answer inbound calls in the order in which they are received. There is no additional charge for Help Desk and desktop support, and no limit to the number of Help Desk tickets that may be opened for any client.
Issues may be identified proactively by BlackRock IT via our alerting systems or submitted to the Help Desk by any user. In either case, we open a ticket in our ticketing system, and all subsequent actions and client communication are captured in the ticket. The Help Desk has a two-tier structure to account for escalation of complex issues, with two more tiers available via our integration team. Most tickets are captured, worked, and resolved within the Help Desk, which currently consists of 15 dedicated technicians.