Practical thinking for a connected world.
PRESIDIO END USER
SUPPORT SERVICES
WITH PRESIDIO MANAGED SERVICES
Reduce costs and improve productivity with Presidio End
User Support Services. As companies look to maximize the value
from their support efforts, IT organizations are investing heavily
in service desk support tools and applications. Every aspect of
business has been enhanced by the use of information technology,
from back-office applications to sophisticated supply chain
systems, from corporate desktops to executive PDAs.
As the implementation and potential benefits of IT have percolated throughout the business
environment, End User Support has emerged as a critical element in ensuring the efficiency and
effectiveness of technology operations.
In order to differentiate themselves, companies need to deliver world-class service and support, going
the extra mile to ensure customer satisfaction. For today’s businesses, the help desk is your “front line”,
serving as the initial contact point for customer questions and problems.
The Service Desk -- more commonly referred to as the Help Desk -- has benefited from the use of
technology. As IT budgets are tightened, demand for service desks continues to escalate and the
bottom-line benefits of automated, efficiency-enhancing tools have become increasingly attractive.
Service Overview
Presidio Managed Services End-User Support provides a Single Point of Contact (SPOC) Service Desk
for receipt and ownership of information technology issues. Inquiries and requests are submitted by
users via telephone, email and web relating to end-user-workplace technologies such as PC’s, Operating
Systems, PDA’s and Tablets. The service includes:
•
•
•
•
A 24x7 service capable of handling very large volumes of tickets
A Service totally focused on the end-user experience
A Centralized service delivered through one or two locations
A Robust service that can handle unexpected peak demands
We help clients unlock the
unlimited potential of a
completely connected world.
Key Benefits
Presidio End-User Support Services
provide:
• Effective First Call Resolution to
reduce desk-side visits
• Highly trained and certified
agents
• SLA-driven Operating Model
which guarantees consistent
and predictable services
• Total Call Management –
Service Desk agents are Client
Advocates
• Level 1, 2 and 3 technical
resources
Delivery Options
Presidio offers a flexible delivery
model, allowing you to consume
only the services you need:
• Change Management
• Script Troubleshooting
• Custom Reporting
• Root Cause Analysis
Managed Technologies
•
•
•
•
•
•
•
•
Scanners
iPhones
External Components (Modems)
Multi-Function Printers
Most Standard Office Software
Adobe
MS Office
Internal Components (RAM)
•
•
•
•
•
•
•
•
Servers
Windows, IOS, Google, OS/X, etc.
Oracle
Virtual Desktops
Tablets
Routers
PC’s, Laptops, Tablets
Java
Managed Service Delivery Framework (MSDF)
The Presidio Managed Services delivery framework uses a robust combination of advanced IT
management applications, state of the art IT Infrastructure and industry-recognized processes that
gives our offering a unique, global presence with a local feel.
The framework combines industry know-how with robust processes and procedures, underpinned
with many of the best practices in the Information Technology Infrastructure Library (ITIL). We marry
our proven processes with top technologies to create the interlocking framework that serves as the
basis for all of our offerings.
At the core of the Presidio MSDF, is the End User Support. Our Service Desk team underpins all of
our services, 24 hours a day, 7 days a week, ensuring that when incidents arise, you have someone
standing by to help. We understand that anyone can stand up a 24x7 helpdesk, but we know ours is
a little different.
To ensure that all of the technology and operational activities are effectively managed, regardless of
the time of day, we staff our Service Desk with three tiers of expertise around the clock, allowing you
to rest comfortably that experts are actively managing your critical assets.
Additional Workplace Service Offerings
Presidio provides critical support for all physical and virtual desktops so that you
can offload frequent time-consuming activities such as accessing virtual sessions
and connecting to wireless environments.
Why Presidio?
Presidio is the leading provider of Professional and Managed Services for advanced IT Solutions.
With more than 2000 Presidio IT professionals, 1000 of which are highly certified consulting
engineers based conveniently in 50+ offices throughout the US, Presidio serves our clients through
a unique local delivery model while allowing you to capitalize on our scale as a multi-billion dollar
industry leader. We are passionate about driving results for our clients and delivering the highest
quality of service in the industry.
All brand names are trademarks of their respective owners. Information and pricing in this document is subject to
change without notice. © Copyright Presidio 2014. All Rights Reserved. Reproduction, adaptation, or translation
without prior written permissions is prohibited, except as allowed under the copyright laws. P/N: MS-WS-ESup-SB021
About Presidio:
We think about, architect, implement,
and support the practical reality of
advanced technologies every day.
We are not just trusted partners,
we enable new thinking. For more
information please contact us at:
www.presidio.com
Presidio Corporate
Headquarters:
1 Penn Plaza, Suite 2832
New York City, NY 10119
212.652.5700
Presidio North HQ
10 Sixth Road
Woburn, MA 01801
781.638.2200
Presidio South HQ
7601 Ora Glen Drive,
Suite 100
Greenbelt, MD 20770
301.313.2000
Presidio West HQ
1955 Lakeway Drive,
Suite 220
Lewisville, TX 75057
469.549.3800