Tier 1 Help Desk icon Tier 1 Help Desk

As part of the Service Manager portfolio, our comprehensive Tier 1 Help Desk solution adds unparalleled responsiveness to mobility support processes. Tasks such as identifying users, configuring email and devices, and governing ticket resolution are all supported by automated processes that greatly streamline workflow and enable user requests to be handled quickly and efficiently.

Our Service Level Agreement

  • Live bilingual support between 6:30 a.m. and 9:00 p.m. ET.
  • 90% of voice mail response within 30 minutes or less
  • 90% of inbound email requests responded to within one (1) business hour or less
  • Procurement requests are submitted for business unit approval within four (4) business hours of receipt
  • Procurement ordering submitted for fulfillment within one (1) business hour following business unit approval

TheĀ Benefits

Our support solution is able to meet your budget, processes and integration challenges by delivering several key benefits:

  • Reduces mobility support costs by up to 30%
  • Standardizes help desk responses
  • Improves the consistency of support services
  • Increases the visibility of support services
  • Improves policies and procedures

For more information about our entire Service Manager portfolio, contact us today.

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