Service Desk
Whether we’re working to help improve your IT service desk operations or managing your IT service desk for you, our recognized HDI-certified team will help you stay competitive.
A challenging task IT departments face is daily management and IT customer support of numerous, constantly changing clients. When a system malfunctions, you and your employees want a solution as quickly as possible. Pomeroy’s Global Service Center is quick to respond to customer needs and quick to resolve their problems.
Pomeroy is recognized in Gartner’s Magic Quadrant for Help Desk Outsourcing, North America.* Our Global Service Center provides a variety of support services across a wide array of hardware and software products. We staff our Global Service Center with talented professionals trained to deliver high quality support services 24/7/365. Our call center service has 400 analysts who currently handle more than 3 million calls per year for customers ranging from small and mid-sized businesses to large enterprise accounts. Our service desk covers our customers in over 65 countries and in 9 languages.
As a call center service provider, Pomeroy offers a global single point of contact service, Level 1 and Level 2 technical support, multilingual call support, self-service and Level 0 support, off-hours, weekend and overflow support, as well as national dispatch coordination. We can be onsite with your team or work from a remote location where we combine our people, process, and remote tools to increase first-call resolution and decrease the costs associated with dispatching a field service technician.
We continually evolve and increase our certification levels to help you stay competitive. Pomeroy’s Global Service Center delivers and supports your company through our HDI-certified team and our adherence to ITIL standards. In 2010, Pomeroy will be ITIL Foundations v3 certified to provide your company with a streamlined IT operation.
Pomeroy applies two approaches to your service desk requirements:
Service Desk Staffing & Implementation
Pomeroy provides you with an assessment and implementation roadmap, as well as the staff to implement an effective service desk. A Pomeroy site manager will oversee all things related to the service desk, including proactive engagement management, service level agreement and metrics-based reporting, best practices-based support solutions, seamless integration to other Pomeroy services, and an overall reduced full-time employee and management requirements.
Managed Service Desk Service
Pomeroy can manage your service desk services for you, saving you the time of managing service desk employees and the overhead associated with an in-house team. We support you with company-wide, consistent end-user support, centralized accountability and tracking, and SLA and metrics-based reporting.
*The Gartner Magic Quadrant for Help Desk Outsourcing, North America is copyrighted March 4, 2009, by Gartner, Inc., and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.