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Sequentur's Help Desk
Hi,
I wanted to introduce myself. I’m Sarah Haupt and I have been the Help Desk Manager at Sequentur for the last three years.
On a personal note, I grew up in Florida but traveled quite a bit as my parents were ministers. I started dancing at the age of 3 and that has been one of my most cherished passions in life. Fast forward to today, I have 3 wonderful kids and I love being a career woman and a mom.
What I like most about working for this MSP (Managed Service Provider) is that our engineers are US-based. What that means for our clients is that when they contact our help desk, they quickly find-out how proactive and responsive we are.
From the time that we get a ticket, we can resolve it within 20 minutes to less than 24 hours, depending on the severity and complexity of course. Since we’re the ones managing the client’s IT services, we know exactly what to do to resolve their issues effectively.
What most people don’t realize is that the biggest part of my job is to keep clients calm and solve their dire issues. Most clients call panicked and frantic when some aspect of their IT isn’t functioning as needed. I am the connector between the clients and our engineers.
I ensure that the department is always running smoothly and that we have 100% satisfaction surveys but it’s my engineers that wear the cape and save the day every moment of every day at Sequentur. Since we only work with experts, 9 out of 10 times, we resolve tickets within 30 minutes of working on them. This is why our clients give us rave reviews and it’s certainly what keeps me happy at work every day.
