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Our Service Professionals are empowered to make decisions on the spot and are goaled with specific customer
satisfaction levels. Our structure allows us to meet our customer’s needs quickly as they change.
Our strength in Information Technology support services and our understanding of this business demonstrate
TSP's continual commitment to meeting the challenges of the Information Technology market. Our company
strategies are driven by the needs of our customers, whose directions are set by the increasing need to
manage information, reduce costs, and improve quality.
Technology Service Professionals (TSP) is focused on delivering custom support services nationwide. Although
we do not have offices and employees in all major cities across North America, we are able to provide
nationwide support through the use of registered service partners. TSP holds its registered service partners
to the same high standards that we have for our internal service organization. TSP collects the same service
metrics from our partners as we collect from our internal service professionals. We realize that there is not
a single partner that can provide nationwide support so we leverage a number of regional service providers to
deliver services in different locations. TSP however is the single point of contact for all service requests
and we then take the ownership and responsibility of managing our partners if required.
Field support services and technical support services provided by TSP include:
 Workstation and Server support
PC Support
DLP Projector Support
Printer & Peripheral support
Storage
End-user orientation and training
Project Services for:
Deployments and upgrades
Audits and asset tagging
Preventive maintenance
OEM Re-Certification
IMAC Services (Install, Move, Add, Change)
Customer Customized Services
TSP maintains a smooth and transparent flow of support to customers. Quality is ensured by:
Following ISO 9002 Methodology
Best Practices
Using the Customer Service Center for information on the ticket or customer-specific procedures and service level agreement (see Customer Service Center for more detail).
When on-site services are needed, a Service Professional is selected based on the technical skills required
and availability, assigned to the call, and paged. The Service Professional is given the Request Number (RN)
and has access to the request information in the Customer Service Center (CSC) as well as all customer
information, scope of service documents, and documented procedures. The Field Service Manager monitors
the open call to ensure that support is being performed as required and also provides guidance and assistance
as needed.
The Customer Service Center environment is organized with a pool of personnel who are cross-trained on
multi-vendor equipment and/or specialized accounts. This ensures staffing availability to meet peak call
volumes as required to maintain service levels.
A Field Service Manager (FSM) will be assigned to be the liaison between the TSP services management team
and the customer’s management team. The designated liaison is chosen from the field location that is closest
in proximity to the customer’s corporate or main office location. This FSM and the Account Executive are
responsible for ensuring the level of service is being met and that customer satisfaction is exceeded. Metrics
of service levels are reported during technical review meetings.
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