Fact Sheet: Mobility Help Desk
Fact Sheet
Don’t Let Workflow Interruptions Get in the Way
The proliferation of mobile technology in enterprises means significant challenges for IT teams. Device variations, multiple operating systems and apps, plus dispersed end users create logistical and technical complexities that make it increasingly difficult to service and support end users anytime and anywhere. Many organizations are adopting a mobile-first strategy as a critical pillar of their digital transformation, so downtime affects every aspect of an organization’s minute-to-minute operations—from your employees and customers to your bottom line.
Stratix Reduces Downtime with Our Mobility Help Desk
We take the time to fully understand your mobile technology programs and workflows to build knowledge bases tailored to your environment. Then, we provide the exact experience your people need to resolve their issues quickly in the way that they want to be helped—including voice, chat, AI chat, and email.
Challenge
- Supporting diverse OEM devices and operating systems in enterprise mobility programs
- Near-shore or offshore help desk support can lead to misunderstandings that are frustrating to end users
- Keeping spare pool, device repair, and shipping costs in check when devices are needlessly returned for repairs that could have been handled remotely
Solution
- 24x7x365 mobile help desk support for all the major device types and operating systems
- Our support services are 100% onshore. When nothing is outsourced, your end users are always speaking with a qualified and helpful Stratix mobility expert
- We reduce spare pool costs and operational disruption when our help desk team solves problems to cut “no fault found” returns
Stratix Services
Level 1 Mobility Help Desk
- 24/7/365 service and support through voice, chat, AI chat, and email
- Answer general questions regarding the supported device and operating systems
- General support and assistance with:
- Passcode/PIN reset
- Basic email setup and settings configuration
- Download/installation of supported applications
- Connectivity issues,
- iOS® and Android® settings
- Troubleshoot device malfunction and recommend resolutions
- Process device Return Materials Authorization (RMA)
Level 2 Mobility Help Desk
Level 1 support plus:
- Troubleshoot email issues; assist with settings and application issues for Outlook® and Google®
- Provide Mobile Device Management (MDM) support for 1:1 or shared devices passcode/PIN reset
- General enrollment lock/unlock/deactivate
- Remote control diagnostics and resolution
- Assist with device settings at the operating system level (iOS and Android)
- Troubleshoot application issues
- Settings changes
- Setup and configuration
- Uninstall/re-install
Custom Mobility Help Desk Service and Support Available
- Carrier services
- Third-party resolution assurance
- Hypercare extended services
Supported Operating Systems
- Apple® iOS
- Android
- ChromeTM
- Windows®
Support Across Major OEMs and Device Types
• Consumer smartphones, tablets, wearables
• Payment terminals (mobile/fixed/sleds)
• Ruggedized devices
• Printers
• Scanners
• Chromebooks®, e-readers
• Laptops and MacBooks©
Supported Managed Mobility Systems
(MDM/EMM – Level 2)
• VMware WorkSpace ONE®
• Microsoft Intune®
• SOTI One®
• MaaS360®
• VHQ Verifone®
• Samsung Knox®
Why Stratix
The Stratix Mobility Help Desk offers a flexible and scalable solution that delivers the business outcomes you desire for your end users. As North America’s premier enterprise mobility specialist, Stratix focuses exclusively on mobility services and has millions of devices deployed. Our help desk services are fine-tuned to optimize your organization’s operational, technological, and financial performance. Our certified expertise allows us to deliver an unparalleled mobile experience across your entire environment.
