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Help for your help desk

When enterprise IT customers need solutions to solve organization help desk issues, they need someone who (literally) speaks their own language.


securitycall.jpg“IT professionals have a lot on their plates, and when issues come up, there’s no time to waste,” said Alan Buckner, Director of Global Accounts Support and Services, HP. “That’s why HP is offering premium enterprise IT support with its new HP Priority Services.”


HP Priority Services—available worldwide August 1—provides a localized IT support professional delivering beginning-to-end support services for organizations who need solutions fast. HP Priority Services offers coverage in 60 countries and 15 languages, with direct access to highly skilled support professionals that give you hassle-free resolution for the entire HP installed base. That means if you work for a global organization or multinational company and need a consistent professional support experience, HP Priority Services is designed to optimize help desk and IT resource performance. “We wanted to make this available for many accounts, not just exclusively for the very large ones,” said Alan Buckner, HP's director of global accounts for service and support.

The HP Priority Services suite—which consists of HP Priority Access and HP Priority Management—addresses common help desk and IT challenges, including reducing help desk workload by up to 30 percent.[1] HP Priority Services is ideal for any enterprise IT customer, SMB, or public sector organization with a minimum of 250[2] HP personal systems under warranty or extended warranty.[3] So if you are such an organization that has an IT help desk that diagnoses HP hardware issues, HP Priority Services is for you.


For more information on HP Priority Services, organizations can contact their local HP sales representative or visit www.hp.com/go/priorityservices. To view a video about HP Priority Services, see: http://bit.ly/1aqGMba .


Alan Buckner.jpgAbout the contributor

Alan Buckner is the Director of Global Accounts Support and Services, focused on ensuring that HP’s largest PC and printer customers have a great post-sales experience. His team also develops services specifically designed for global and large enterprise customers. Alan has been with HP and/or Compaq for 24 years, holding a variety of positions in manufacturing, business unit, support, and services organizations, all with an emphasis on improving customer satisfaction. He resides in Houston, Texas.

[1] Weighted average based on analysis of account call center average talk times (help desk-to-help desk) by region, January 2013 – March 2013.

[2] Available only with HP Priority Management. HP Priority Management (which includes HP Priority Access) is a separately purchased service offering with a 1,000-seat minimum, up to three-year service duration. HP Priority Access requires a 250-seat minimum and up to three-year service duration.

[3] HP requires that customers cover 100 percent of their in-warranty installed base of HP personal systems units when purchasing HP Priority Services. HP Priority Management (which includes HP Priority Access) is a separately purchased service offering with a 1,000-seat minimum of HP personal systems, up to three-year service duration. When purchased independently, HP Priority Access requires a 250-seat minimum of HP personal systems and up to three-year service duration. Seat minimum installed bases require a valid HP warranty or HP extended hardware service contract on HP products and HP-supported products that are sold by HP or an HP authorized reseller and limited to HP PC products: desktops, notebooks, workstations, retail point of sale, thin clients and tablets.  HP Technology Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product.

Tags: SaaS| Service| support
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