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IT Helpdesk

IT Helpdesk

The GuROO Help Desk experience has provided many different government agencies and private firms with assistance via phone, website, email access, and in-person support with highly qualified Subject Matter Experts (SMEs) who provide real-time technical assistance on all issues related to the operation and maintenance of GuROO clients networks. GuROO has delivered a wide range of services to encompass different clients’ needs including, but not limited to Tier 0 through Tier 4 incident resolution, troubleshooting, taking customer calls, providing on-site and remote support, systems analysis, system design, requirements analysis, data entry services, testing, documentation, hardware, and software implementation, hardware integration. GuROO currently and in the past has supported unclassified through top Secret/SCI Help Desks and navigating the unique challenges that come with different levels of security. GuROO uses aligned services management and best practices from ITIL, HDI, and agency-specific processes to perform and deliver superior results and exceptional customer service.

IT Helpdesk Services - GuROO LLC

Your All-Time IT Helpdesk Solutions Partner

The GuROO Help Desk elevation process to Incident Management encompasses acknowledgment of current and future issues and outages from multiple sources. These sources include infrastructure monitoring tools, a forward schedule of changes, and user notifications. While users are encouraged to use the Self-Service Portal for up-to-date information and status, they can also contact the help desk through Walk-In Service Centers, and multiple channels, including phone, email, and instant message. As the help desk receives user issue information, our GuROO Subject Matter Experts (SMEs) immediately begin a triage process. We validate user information and location and document the issue experienced by the user. Many issues are common and can often be resolved on First Contact. GuROO adds value to any help desk by delivering exceptional service delivered by following core processes and a team trained and skilled at delivering superior customer service.

We Offer a Wide
Variety of IT Helpdesk Services

Answer, Evaluate, And Prioritize Service Requests

As per the requests received via telephone, voice mail, e-mail, and in person for users' computer performance, we answer, evaluate and prioritize requests. This is done to get the highest rate of resolution in the shortest amount of time eliminating as much down time for the customer.

Perform Diagnostics With Users

At GuROO, we perform diagnostics with users to collect information about problems to determine the source of error, so that network problems can get resolved and mitigated to prevent outages and down time.

Isolate Performance Issues

GuROO is proactive with isolating minor issues before they become big issues that affect the entire network In order to determine the cause of malfunctions, such as hard drive, modem, printer, cables, or telephone we generally isolate performance issues and correct at the lowest level.

Log And Track Calls

We log and track calls using an Agency specific systems, but are well versed on using Remedy and Service now and documenting all calls to include problem management, and maintain history records and related problem documentation, in order to resolve any kind of network issues in the future.

Record Resolution Information

We record information in the help desk knowledge management database. Then contact software and hardware vendors via voice or online systems to research the problem and determine recommended solutions.

Evaluate Software And Hardware

GuROO will evaluate potential changes to the network to give our client the best information of how these changes will affect their network. We do this to determine whether a product will be an effective tool for employees and the company, GuROO writes software and hardware evaluations and recommendations for management review to make the best decision with out guessing how changes will affect the network and its performance.

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GuROO LLC has provided VTC support to various clients over the years and also runs a GSA conference center in Chicago where we provide Audio Visual support for the various systems and conference rooms in the center. And, also supports DHS with Tier 2 desktop support for End User Services of Government Furnished Equipment (GFE).

GuROO LLC troubleshoots PC hardware and software problems and identifies, categorizes, and resolves PC hardware and software application problems, analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills. Also, analyze and correct problems using documented procedures.

GuROO LLC provides assistance to government agencies and private firms full range of services via  phone, website, email access, remote, and in-person support with highly qualified professionals that help with real-time technical assistance on all issues related to operation and maintenance of the clients network. GuROO LLC provides services in multiple tiers to its clients which include incident resolution, troubleshooting, taking customer calls, providing on-site and remote support, systems analysis, and much more.

You can simply call GuROO LLC on 7039362202, email contactus@gurooit.com, visit the website www.gurooit.com and can visit the office during working hours.