Tierpoint Help Desk Services Fact Sheet

FACT SHEET HELP DESK SERVICES

Technology Support So You Can Focus on Your Core Business

Help Desk Services from TierPoint enables companies to provide best-in-class technical support for a full spectrum of business needs. Whether it’s a large help desk support team, or just seasonal after-hours coverage, we can customize a solution unique to your business. Utilizing industry best practices, our team of U.S.-based, certified experts are available 24x7, providing businesses scalable, flexible Help Desk Services for over a decade. A cost-effective solution, our Help Desk Services can improve service levels, enhancing customer satisfaction and organization productivity.

Cost-Effective, Flexible Help Desk Services

Reduce Costs Receive fast, expert technical support at an affordable cost. Free up your IT staff to focus on more strategic issues, and provide your internal resources with a predictable delivery model—driving savings in staff time and operational costs.

Improve Performance Effective escalation and dedicated support teams reduce downtime across your systems. This combined with a focus on first call resolution, yields even greater efficiency and fast resolution times.

Increase Productivity Deliver improved service levels to your end-users with our dedicated, expert technical support team.

Gain Scalability TierPoint Help Desk Scale quickly to meet business fluctuations or seasonal demands, Services caters to a diverse without putting an additional burden on your internal IT staff. client base ranging from Increase Customer Satisfaction start-ups and high growth Simplify with a single point of contact dedicated to resolving technical businesses to Fortune 500 issues, resulting in faster issue resolutions, and improved customer organizations. satisfaction.

Service Management Desktop Support

Benefits: Benefits: • Better utilize your vendors and assets • Increase organizational productivity • Increase vendor control • Reduce cost to operate • Decrease asset management cost • Improve service levels • Offshore vendor management • Increase focus on your core business • Decrease vendor management time • Increase IT asset efficiency

Features: Features:

End-to-End Incident Lifecycle Hardware Diagnostics OS Support Virus/Malware/Spyware • Single point of contact • Performance results detail • Windows, Apple, Unix, Linux, VDI • Detection and removal • Part recommendations Asset Performance Optimization Proactive SLA Management Common Off-the-Shelf Software Tracking • Real-time SLA monitoring • Over I50 applications • Disk cleanup, defragmentation, • Static and custom details • Uplifted SLA capabilities Vendor error correction • Historical activity reporting Remote Technical Support Management • Hardware and troubleshooting Mobile Device Support • Contracted performance support • Windows, Blackberry, Android, management iOS • Successful escalation paths

Escalation Service Custom Support

Benefits: Benefits: • Effective escalation reduces system downtime • Align your support model with your business • Increase first call resolution • Increase support scalability • Reduce abandon rate • Meet aggressive time frames • Eliminate points of failure • Establish consistent support • Decrease resolution time • Adaptability and integration

Features: Features: Single Point of Contact Call Center Routing Customized Support Program Integration • Live, US based agents • Skill-based routing • Business needs-based design • Holidays and weekends • Custom greeting • Detailed progress tracking • Global support (English and • Global coverage Spanish) 24 x 7 Support Metrics and Reporting Scalability • Holidays and weekends • Custom reports Dedicated Support Teams • Evolve with business needs • Global coverage • Metric management • Focused teams • End user and client programs • Dedicated project resources Ticket Management Service Category Combination • Automated creation • Custom notifications

Learn More Today About TierPoint A leading national provider of hybrid IT solutions, TierPoint helps organizations Let us help you with your Help Desk drive performance and manage risk. No U.S. provider comes close to matching Service needs. Call 844.267.3687 or TierPoint’s unique combination of thousands of clients; more than 40 edge-capable email sales@tierpoint.com to connect data centers and 8 multitenant cloud pods coast to coast; and a comprehensive with one of our advisors. Or visit us at portfolio of cloud solutions, colocation, disaster recovery, security and other tierpoint.com to learn more. managed IT services. With white-glove customer service, TierPoint professionals customize and manage agile solutions that address each client’s unique needs.