Telecom and Equipment Help Desk

Let Tie National provide support to your organization with our comprehensive Help Desk services. Staffing, training, managing, and equipping internal Help Desks can be a difficult and costly undertaking. We can greatly simplify and streamline support issues while saving you money. Plus, our web-based customer portal gives you 24/7 access into the Help Desk activities. We offer both Telecom and Equipment Help Desk Services.

Telecom Help Desk:

The Telecom Services Help Desk provides a single point of contact to have telecom services repaired, ordered, disconnected and new locations service established or questions answered.

Our Help Desk performs fundamental tasks such as:

  • Assisting individual users with features, functions, and programming of desk phones
  • Adding or deleting lines to the system
  • Dispatching a technician to fix a telecom problem

By letting our telecom experts answer and resolve these calls, your organization can focus its internal resources on your core business. Our customer portal, Tie COnnections, gives you complete transparency into the Help Desk. Services can be expanded to provide full telephone invoice review and audit capabilities which can result in saving of thousands of dollars.

Customizing Services

Tie can design a Help Desk program that best matches your organization’s needs: Possible services include:

  • Accept telecom service trouble reports and facilitate resolution by:
    • Reporting service issue to the proper service provider
    • Dispatching service technician when required
    • Reporting on repair completion
  • Order new telecom services for existing locations per developed Standards:
    • Place orders for new telecom services
    • On-site installation of newly ordered telecom services when required
    • Report on installation completion
    • Add new lines to the proper corporate LD contract
    • Verify LD contract compliance
  • Update customer records within Tie COnnections portal
  • Disconnect telecom services
    • Place telecom services disconnect orders with local providers
    • Remove lines from the corporate LD contract
    • Track and verify disconnect orders to completion
    • Notify of completion
  • New facilities telecom service setup
    • Order new telephone service per location request
    • Add new service to the corporate LD contract
    • Verify LD contract compliance

Equipment Help Desk Services:

The Equipment Help Desk provides a single point of contact for all equipment related questions, repair, installation, training, acquisition, refurbishment, etc. for telephone and data networking equipment. The Equipment Help Desk can perform a multitude of services including:

  • Equipment repair service request:
    • Receive service requests
    • Clear service issues remotely when possible
    • Dispatch technicians to facilitate repair when required
  • Provide user training and system usage information
  • Provide links/online manuals and user guides
  • Create an accurate equipment inventory database identified by group, division and/or corporate wide
    • Inventory of installed equipment per location or group
    • Optional: Onsite physical surveys
  • Update Tie COnnections with equipment changes
  • Receive orders and / or provide Installation of new equipment to standards
  • De-installation, repair, relocation and installation of existing equipment