FOR IMMEDIATE RELEASE
Granite Launches Managed Help Desk Tailored to Enterprise
Customer Needs
Customer-centric Service Improves Workforce
Efficiency, Uptime, Asset Management and IT-Business Alignment
QUINCY,
Mass. – March 11, 2021 – Granite Telecommunications, a $1.6 billion provider of communications services to multilocation
businesses and government agencies, announced a new Managed Help Desk service to provide enterprises
with 24/7 technical assistance ranging from user trouble ticketing and remote
support to onsite hardware support or replacement – all customized to meet
their unique requirements.
“While other companies force customers to fit into their technical
support model, Granite Managed Help Desk is designed the help clients fill
technical support gaps for the users and technologies they have today and as
they grow and change in the future,” said Granite Vice President of Network
Integration, Jack McCadden.
Granite
Managed Help Desk service includes:
·
Dedicated Support – Calls
are answered by support teams that are familiar with the client’s systems,
devices and policies.
·
Personalization – Calls
are answered with the customer’s business name, creating a seamless experience
for their employees.
·
Comprehensive Coverage –
Granite supports a wide range of technologies, such as Wi-Fi access points,
switches, routers, firewalls, security cameras, phone systems, point-of-sale
systems, 4G LTE routers, digital signage, inside wiring and repair.
·
Escalating Support –
Granite provides remote support and onsite support if required.
·
Hardware Lifecycle Management – Granite’s
Fulfilment Center stocks needed replacement hardware and dispatches Granite
Technicians for installation.
“Granite Managed Help Desk offer enterprises a range of benefits
beyond simplifying technical support,” said Bill Beades, Assistant Vice
President at Granite. “It helps organizations boost workforce efficiency,
increase uptime, align IT and business processes, improve asset management and
ease change management.”
In development for two years, Granite’s Managed Help Desk service
initially was created to enhance operational efficiency, respond to downtime
and reduce costs for one of the nation’s largest retailers, which operates a
large geographical footprint and an array of hardware, such as point-of-sale
systems, phone systems, security cameras, switches, cabling and more.
Now Granite is extending this comprehensive Managed Help Desk
service to meet the needs of other large enterprise organizations in industries
such as retail, logistics, manufacturing and distribution.
“Granite Managed Help Desk is a great fit for
any organization with more than 100 sites, complex infrastructure and a need
for dedicated support to answer calls and support their organization in the
field,” said Mike Corbin, Manager of Network Integration at Granite.
Granite’s customer-centric approach is based on a four-tiered
support system.
·
Tier 1 – Incident ticketing
and basic remediation
·
Tier 2 – Remote support on
selected tasks on customer hardware
·
Tier 3 – Onsite technician
support for supported tasks on customer hardware
·
Tier 4 – Customer hardware
replacement and installation
Granite Managed Help Desk service delivers
continuous monitoring, end-user information gathering and proactive issue
resolution with 24/7 expert assistance. Pricing is customized to each customer
and varies based on the number of tasks and devices supported and volume of
tickets.
About Granite
Granite
delivers one-stop communications solutions to multilocation businesses and
government agencies throughout the United States and Canada. The $1.6 billion
company serves more than two-thirds of the Fortune 100 companies in the United
States and has 1.75 million voice and data lines under management. Granite
launched in 2002 and grew quickly by helping businesses simplify sourcing and
management of local and long-distance phone services with one point of contact
and one invoice for all their office locations nationwide. Today, Granite is
the leader in aggregating Plain Old Telephone Services (POTS) and has extended
its unique value proposition – “one company, one contact, one bill” – to
include a range of advance business communications services, including Internet
access, SD-WAN, wireless WAN, hosted PBX, SIP trunking, mobile voice and data,
mobile device management, managed security, network integration and much more.
Granite employs more than 2,300 people at its headquarters in Quincy, Mass.,
and nine regional offices nationwide. For more information, visit www.granitenet.com.
Media Contact:
Lauren Grenier
Marketing Director
Granite
781.884.5290
lgrenier@granitenet.com