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Service Desk

Ingram Micro Service Desk

As the world’s largest technology provider Ingram Micro provides an affordable, scalable, quality driven service desk that allows partners to lower operating expenses while providing their customers with an outstanding support experience.

  • Quick Response, One-Call Resolution Targeted for 80% of Incidents
  • ITIL-Certified Staff
  • 24 x 7 support and 3 flexible support models
  • Phone, Email and Chat Support Options
  • Provisioned on the Cloud Marketplace
  • Support for Microsoft O365 CSP Customers
  • 2-Way PSA Integration with ConnectWise and Autotask
  • Permission Based Remote View & Control
  • Self Service Portal Allows Incident Tracking & Status
  • Remote Support and Reporting Tools
  • Monthly Performance Reporting

“Ingram Micro was able to troubleshoot our customers’ problems with a one-call resolution, exceeding our service-level agreement.”

Heartland Technologies Solutions (HTS)
Quick and Easy On-Boarding
North American or Off-Shore Support Options
Private Label or Resale
Your Trusted Partner

Our trained on-boarding specialists will meet with you to understand the goals of your business and the needs of your customers. They will quickly develop a customer profile to enable world-class support including, ticketing procedures, escalation practices related to private label requirements and a personalized customizable greeting.

  • 24 x 7 x 365, 8 x 5 or after hours, including weekends

 

  • Multi-lingual and multi-regional support options
  • Resell a service desk staffed by Ingram Micro employees, a name your customers know and trust

 

  • Private label and use existing or receive new 800 number

 

  • A personalized greeting option helps you build your brand
  • Your customers are in good hands with Ingram Micro, a Fortune 100 company with over 34 years of
    experience

 

  • Our ITIL™ – certified support team ensures a service desk standard
    of excellence

 

  • Ingram Micro’s global infrastructure provides a platform for growth

80%

of calls and chats will be answered within 60 seconds or less

80%

of contacts will be resolved at the first level (for resolvable incidents with defined scripts)

5%

of all calls and chats may be abandoned by the caller after 30 seconds or more

30 minutes

or less (average) for Voice Message response time

Current List of Supported Hardware, Software and Operating Systems¹

Hardware
  • Desktops
  • Laptops
  • Peripherals*
  • Printers**
  • Smartphones
  • Storage devices
  • Routers
  • VoIP Phones

* Keyboard, Mouse, PC Monitor and Docking Stations

** Printer support—Windows configuration set up, toner replacement and best reasonable effort connectivity

¹ The supported products are subject to change, and service availability for these products subject to the terms and conditions set out in Ingram Micro’s Service Desk Support policy. Ingram Micro does not remediate issues such as O/S and Application Patches, Antivirus Updates and PC Performance problems.

Software
  • System S.W. (O.S. & drivers)

 

  • Application S.W. (Microsoft Office, Office for MAC, Adobe Acrobat)

 

  • Security S.W. (Norton, McAfee, AVG, MS security essentials, Avast)

 

  • Internet Browser (Google Chrome, Internet Explorer, Firefox, Safari, Opera)

 

  • Utility S.W. (7-Zip, Win Zip)
Operating Systems*
  • Windows
  • Apple
  • Ubuntu

* Current version plus 2 versions back, unless no longer supported by the software manufacturer/developer

Mobile Operating Systems*
  • Android
  • Apple iOS
  • Blackberry
  • Windows

* Current version plus 2 versions back, unless no longer supported by the software manufacturer/developer

Authentication Process

As an added level of security and accuracy, every Service Desk user is authenticated using a challenge phrase setup, during the onboarding process. These simple questions are part of a security protocol that will ensure our customer support representatives are fielding calls appropriately and validating that each caller has authorization to the services available on that account. As an example: If a customer calls Service Desk to get specific Wi-Fi account details, we will first authenticate them, to verify that they are an approved user on that particular account. In case of an authentication failure the caller will be redirected through an appropriate escalation path, that was developed and agreed upon during the initial onboarding process.

 

To ensure quality service and a high level of security, the following information may be required for each account; number of telephone devices, number of employees, number of sites, number of computers, number of home users, number of field representatives, number of printers, number of switches and routers and the internet connection type.

Cloud Elevate

Cloud Elevate is the premier partner program from Ingram Micro Cloud. Join now and receive Microsoft Cloud Solutions free for 30 days.

Ingram Micro realizes cloud services alone do not ensure success. The right mix of solutions combined with robust program offers is what accelerates your cloud sales and profitability. Cloud Elevate resources include:

  • Education: Cloud University, vendor certifications, sales training, business transformation assessments and industry research and analysis.

 

  • Marketing: Services include assistance with creating and maintaining newsletters, blogs and websites.

 

  • Business Transformation: Trustmark (Managed Services, Security, IT Business and Managed Print) and Security certifications.
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