An Overview of Enterprise Mobility Helpdesk

Mobile Helpdesk Support provides first-level user support services for clients who prefer to offload and outsource tasks from their primary IT support organization-saving critical resource time.

Extending your bottom line

At PiiComm our staff are trained by manufacturers and technically certified on multiple product lines. Think of our technical staff and Mobile Helpdesk team as a cost effective and efficient extension of your own team.

Enterprise Mobility Helpdesk Support Process

How it works

The first job of PiiComm’s Tier 1 specialist is to gather the end-user’s information and to determine their issue by analyzing the symptoms and identifying the underlying problem. Once the underlying problem is identified, the specialist will begin sorting through the possible solutions available. All of the information and symptoms are recorded in our ticketing system for future reference and escalation to Tier 2 support or repair if necessary. With every case, our target is first-call resolution.

Your Company, our support

PiiComm’s Mobile Helpdesk services can provide customized services including providing your staff with a unique toll-free telephone number, which is answered with your company name, so there is no confusion as to who they are calling.

24 x 7 Mobile Helpdesk

With 24 x 7 fully-bilingual enterprise mobility helpdesk services from PiiComm, your users will be amazed with the level and quality of service they receive. That’s because with PiiComm Mobile Helpdesk it’s easy to reach certified experts who can resolve any issue.

Your clients and staff can reach a live expert in seconds and never be re-directed to another person. . Whether it’s an issue with a device, an application, an email system, device management or even wireless carriers, problems are resolved from beginning to end.
And with the infrastructure and experts already in place, we deliver a higher level of user support at a lower cost than our clients can deliver themselves.

The Details:

PiiComm Level 1 Mobile Helpdesk

PiiComm’s Mobile Helpdesk personnel will trouble shoot and assist callers with issues related to mobile device and applications similar to:

  • Connectivity testing & verification
  • User application assistance
  • Hardware triage
  • Device clean boot
  • Remotely reinstall applications
  • Email app troubleshooting and configuration

Customers IT Team

PiiComm will escalate to the clients Level 2 support team, if necessary, to diagnose back-end infrastructure issues:

  • User authentication & security
  • Enterprise mail servers
  • Enterprise web servers
  • Wi-Fi infrastructure diagnosis

Contact us to learn more about PiiComm’s Enterprise Mobile Helpdesk.

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