Mobility & Wireless Services

HP Services portfolio

Services information

Time-saving, cost-efficient support for your mobile users and IT staff

HP Mobility End-User Help Desk

Reduce the burden on your increasingly overextended IT organization and tighten your control over direct and indirect support costs - while you help your mobile workforce benefit from continuous access to critical applications and information through professional telephone support.

Leveraging HP Services' global infrastructure, best-practices-based processes, and proven expertise, the HP Mobility End-User Help Desk enables you to deliver premium-quality user support without investing the time and money to develop the required capabilities internally.

The HP Mobility End-User Help Desk provides 24x7 toll-free telephone technical support for users of mobile/wireless devices running Microsoft Windows and Pocket PC operating systems and a wide range of mobile software applications.

When a mobile end-user calls for support, an HP Services specialist determines the likely cause of the connectivity or configuration issue and ensures that the mobile device is configured correctly. Usage assistance is also available for end-user technical advice and support on specific mobile applications.

HP Mobility Application IT Help Desk

Complement your in-house capabilities with a cost-effective support service focused on resolving mobility infrastructure issues escalated from your IT staff.

The HP Mobility Application IT Help Desk helps improve service response and resolution times, while allowing your technical professionals to focus on core competencies. It facilitates enhanced mobile infrastructure performance and reduces unplanned downtime through a combination of remote monitoring and remedial action.

In addition, the HP Mobility Application IT Help Desk allows you to gain a better understanding of your support environment, as well as maintain tighter environment-wide control when rolling out new mobility programs, upgrades, or hardware. The service offers problem determination and call logging, electronic escalation, and standard reporting.

Calls from your IT department are routed directly to an HP Services mobility support specialist. To determine the most effective resolution process for infrastructure issues, the description given by your IT staff is used in conjunction with data gathered from HP's infrastructure monitoring tools. HP Services mobility support specialists work with your IT department, and in some cases an appropriate third-party hardware or software vendor, to track escalated issues until they are resolved.

HP Services mobility support specialists are also available to advise on proper software execution for specific mobility applications, and to provide information on the interpretation of software product technical documentation.