Integrated End User
Pomeroy delivers holistic support of the digital workplace by aligning your IT infrastructure with the changing needs of end users and business.
We can help you implement industry-leading tools, processes and best practices that improve end user productivity and satisfaction, and reduce your costs through many self-service and automated support functions. Our commitment to IT Service Management and Continual Service Improvement ensures that the improvements we make to your performance and bottom-line will be measurable – and sustainable.
This is why we have been recognized by Gartner in its Magic Quadrant for Managed Workplace Services.*
Our Global Service Centers are HDI-certified and staffed with more than 300 talented professionals who deliver responsive access, incident and problem management, 24/7/365. If you include our analysts at various client sites, Pomeroy fields over 500 service desk professionals. They respond to more than 3 million calls annually from clients in 65 countries who speak with us in nine languages.
We offer a global single point of contact service, with Level 1 and Level 2 technical support, multilingual call support, self-service and Level 0 support, as well as off-hours, weekend, overflow and service logistics support.
We can flexibly support your service desk requirements in several ways:
Managed Global Integrated Service Desk. Our Managed Service Desk provides complete end user support with a single point of contact, centralized accountability and tracking, service level agreement and metrics-based reporting.
Our Service Desk solution features Optimus, Pomeroy's cloud-based service automation platform. Optimus represents best of breed automated tools that proactively monitor and manage the infrastructure, and remediate and resolve incidents before they impact the productivity of end users.
Service Desk Staffing and Implementation. We provide the site manager and staff, right-sized to meet your needs based upon a thorough needs assessment and implementation roadmap. This approach also features proactive engagement management, service level agreement, metrics-based reporting and our best practices-based support solution.
Live On-site Kiosk Services. We will set up a live service kiosk in an easily accessible location in your facility, or in multiple facilities. When your employees bring their devices to the kiosk, Pomeroy-certified professionals will be available in person to answer questions and perform Level 1 and 2 support, or triage the problem for even higher levels of support.
Hardware and Software Support. We have a national network of field technicians, some dedicated to client sites, others remotely dispatched to the user’s desk. This integration drives significant efficiencies that increase customer satisfaction, while driving down overall support costs.
End Point Management. Our proven, secure processes will manage every aspect of your end user device lifecycle, from provisioning new employees, to upgrading hardware and apps on demand, to asset replacement and disposition.
Continual Service Improvement (CSI) Assessment. Our CSI Assessment evaluates the performance, quality and effectiveness of your service desk and hardware and software support with an in-depth examination across people, technology, processes and customer experience. You receive insightful analysis, actionable recommendations and a practical roadmap that will optimize the performance of your service desk and improve end user satisfaction.
Let's talk about how our Integrated End User Services can drive productivity and satisfaction while reducing your costs.
* Pomeroy is recognized by Gartner in the Gartner Magic Quadrant for Managed Workplace Services. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.