+1 (800) 705-7057

Service Desk

Ingram Micro Service Desk

Provide exceptional customer support
that exceeds expectations

servicedeskgirl_420x281

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. Our trained support staff will be your customer’s single point of contact (SPOC) for IT service management making asking for help easy.

  • 3 flexible support models: 24 x 7, 8 x 5 or after hours (including weekends)
  • Onshore and offshore options for US and Canada. Offshore options only for all other countries.
  • Phone, email and chat support options
  • Provisioned on the Cloud Marketplace
  • Support for Microsoft Office 365 Cloud Solution Provider (CSP) customers
  • 2-Way Professional Services Automation (PSA) integration with ConnectWise and Autotask
  • Monthly performance reporting
  • Dedicated Knowledgebase and FAQ web page

Service Availability and Quality

Your Trusted Partner
  • Your customers are in good hands with Ingram Micro, a Fortune 100 company with over 34 years of
    experience

 

  • Authentication process provides an added level of security and accuracy

 

  • With ongoing training and operational KPI’s, our support team ensures a service desk standard of excellence

 

  • Ingram Micro’s global infrastructure provides a platform for growth
Private Label or Resale
  • Resell a service desk staffed as Ingram Micro, 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
Quick and Easy On-Boarding
  • Meet with our trained onboarding specialists to define the goals of your business and the needs of your customers

 

  • We 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.
Support Options
  • Choose 24 x 7, 8 x 5 or after hours (including weekends) support options

 

  • Multi-lingual and multi-regional support capabilities

Service Levels Your Customers Expect and Deserve

80%

of calls and chats will be answered within 120 seconds or less

80%

of emails will be responded to within 4 business hours, 100% within 6 business hours

85%

Customer Satisfaction (CSAT) score for all calls, emails and chats

Performance with Measurable Value

80%

of contacts will be resolved at the first level for resolvable incidents

5%

of calls and chats (30 seconds or more) may be abandoned

70%

of emails will be resolved within 24 business hours, and 98% within 3 business days

80%

of calls and chats will be resolved within 12 business hours and 98% within 48 business hours

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

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

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.