Granite announced a new Managed Help Desk service to provide enterprises with 24/7 technical assistance ranging from user trouble ticketing and remote support to onsite hardware support or replacement – all customized to meet their unique requirements.
Granite Managed Help Desk service includes:
- Dedicated Support – Calls are answered by support teams that are familiar with the client’s systems, devices and policies.
- Personalization – Calls are answered with the customer’s business name, creating a seamless experience for their employees.
- Comprehensive Coverage – Granite supports a wide range of technologies, such as Wi-Fi access points, switches, routers, firewalls, security cameras, phone systems, point-of-sale systems, 4G LTE routers, digital signage, inside wiring and repair.
- Escalating Support – Granite provides remote support and onsite support if required.
- Hardware Lifecycle Management – Granite’s Fulfillment Center stocks needed replacement hardware and dispatches Granite Technicians for installation.
In development for two years, Granite’s Managed Help Desk service initially was created to enhance operational efficiency, respond to downtime and reduce costs for one of the nation’s largest retailers, which operates a large geographical footprint and an array of hardware, such as point-of-sale systems, phone systems, security cameras, switches, cabling and more.
Now Granite is extending this comprehensive Managed Help Desk service to meet the needs of other large enterprise organizations in industries such as retail, logistics, manufacturing and distribution.
Granite’s customer-centric approach is based on a four-tiered support system.
- Tier 1 – Incident ticketing and basic remediation
- Tier 2 – Remote support on selected tasks on customer hardware
- Tier 3 – Onsite technician support for supported tasks on customer hardware
- Tier 4 – Customer hardware replacement and installation
Granite Managed Help Desk service delivers continuous monitoring, end-user information gathering and proactive issue resolution with 24/7 expert assistance. Pricing is customized to each customer and varies based on the number of tasks and devices supported and volume of tickets.
