A Service Disabled Veteran Owned Small Business.

Help Desk Services (Tier 1 & Tier 2)

Help Desk Services

Help Desk Services

Encore offers full Help Desk Services maintenance for your multi-vendor POS systems, including terminals, flat screens/monitors, scanners, signature capture and verification devices, printers and in-store processors.

We cover both in-warranty and out-of-warranty equipment, delivering on-site support for your store locations throughout North America.

  • Call Center Support (24×7)
  • Help Desk Services (Tier I/II/III)
  • Staff Augmentation
  • 4HR & Next Bus Day Hardware Maintenance
  • CONUS & OCONUS Capabilities
  • Install, Moves, Adds & Changes Support
  • Mobility Device Management (MDM) Services
  • IT Asset Disposition
  • Program & Project Management
  • Software Development
  • Calls not answered or rolling to Voice Mail?
  • Calls not promptly returned/resolved for 2-3 days?
  • Client Management team not aware of (CTF) critical to function data – inefficient reporting?
  • Daily situations are not analyzed?
  • Emergency response & escalation not crisp?
  • Internal Call Centers are not cost competitive?

PMO Project Management assigned to Every SLA

One Call, No Hand Offs to different departments

  • Flexible company that executes with a sense of urgency
  • Focused on client satisfaction
  • Follows industry best practices
    • ISO 9001 Methodologies
    • Lean Six Sigma Methodologies
  • Total Call Ownership (TCO)
    • Handles each call from the receipt until completion/closure
  • Quick Implementation
    • Swift Solution Delivery

Why Encore

Help Desk Support for Software

  1. Off the Shelf Software Support.
  2. Client & Proprietary Support Available.

Tier One Help Desk

  1. Hardware Support & Resolution
  2. Customized Greeting & Script Development

Tier Two and Tier Three Help Desk

  1. Complex Hardware Problem Resolution
  2. Manage Complete Dispatch & Escalation Processes
  3. Dispatch of internal and external support technicians

Network of Field Technicians

  • Coverage Options up to 24/7/365
  • Web Portal “Eagles Nest” Access for Critical To Function Data
  • Full Suite of Call Center Detailed Reporting
  • Capture of Resolution/Drop/Time Stamping
  • Custom Script Development
  • Scalable from 20 – 600 seats available now!

Accountability & Flexibility

  • Speed to Answer – Inside 1 minute
  • Abandon Rate – Less than 5%
  • First Resolution Rate – 90%

We will call you!

Download our help desk PDF :