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MANAGED SERVICES

Simplify and strengthen your IT infrastructure with TierPoint’s Managed Services.

Help Desk Services

TierPoint Help Desk Services provide clients with highly-trained IT professionals and technologies to help them maximize employee productivity, manage vendors efficiently, and adapt quickly to evolving customer requirements. Whether a client has an on-going need or a short-term one, TierPoint delivers support services in five critical areas:

  • Service Management
  • Desktop Support
  • Escalation Service
  • SolutionsDesk Lifecycle Management
  • Custom Support

Service Management

TierPoint frees your team from the demands of monitoring and evaluating vendor performance.  Your team of TierPoint professionals will perform proactive Service Level Agreement (SLA) management, provide comprehensive diagnostic and performance reporting and give you more control to help projects complete on-time and on-budget.

Desktop Support 

Even when you provide product and service training, employees have lots of questions when something malfunctions or if they cannot understand how to accomplish a particular task with a piece of software.

With product experts in more than 150 of the most popular off-the-shelf software applications plus expertise in all of the major operating systems, TierPoint can augment or replace your internal support team to be responsive to your users.

One of the most common situations when organizations need desktop support services is following the deployment of new software or a major software upgrade.

As an example, a TierPoint customer in the retail industry was updating their point-of-sale application. During the gradual roll out to nearly 200 stores, the company started receiving about 750 support requests per month, which was more than they could handle. They knew delays would keep their cash registers from ringing so they enlisted TierPoint to make sure incoming support requests are handled quickly and accurately.

Escalation Service

Escalation services are 24x7 advanced support offerings that include additional options such as custom metrics and reporting, ticket management and call center routing. Additionally, these services provide clients with a single point of contact and other resources to get issues resolved quickly.

Lifecycle Management with SolutionsDesk

TierPoint’s SolutionsDesk application is a single-source solution for comprehensive, 24/7 event monitoring and SLA management that works with any ticketing and reporting system you might have. SolutionsDesk automates efficiency for processing ticket initiation, status updates via email or text, web-based ticket views, reporting, monitoring, and more.

Custom Support

TierPoint is known for flexibility in tailoring client solutions for special needs. If your support needs go beyond our standard services, TierPoint will work with you to design the right fit. For clients, we have created dedicated teams, provided support in both English and Spanish, and offered personalized support for a variety of end users.