UNIT 01 / 04 Service Desk (24/7/365)
A U.S.-based service desk that answers every hour of every day.
Core capabilities
- 24/7/365 U.S.-based support
- Incident & request handling
- Escalation management
- Self-service portal
Why it matters
Employee experience depends on the devices people use and how fast someone helps when they break. When devices, tickets, and support are split across vendors, people wait and work stops.
- One team accountable for devices, service desk, and ITSM
- A U.S.-based service desk that answers around the clock
- Apple and Windows endpoints managed in one place
- Incidents resolved, month after month
What Encore delivers
4 capabilities, racked as one system.
UNIT 01 / 04 
UNIT 02 / 04 Endpoint / DEX
Every device deployed, managed, and measured on the experience it delivers.
Core capabilities
- Endpoint management
- Digital employee experience (DEX)
- Patching & compliance
- Lifecycle management
UNIT 03 / 04 Apple VAR & Services
Apple devices sold, deployed, managed, and repaired by an authorized partner.
Core capabilities
- Apple authorized reseller
- Apple authorized service provider
- Jamf deployment & management
- Repairs
UNIT 04 / 04 ITSM Platforms & Integration
HaloITSM, plus integration with your ServiceNow instance.
Core capabilities
- HaloITSM
- ServiceNow integration
- Workflow automation
- Reporting
Encore · Digital Workspace
What's included
Standard on every engagement.
Every Digital Workspace engagement is backed by certified partners and a 24/7/365 U.S.-based service desk.
Jamf
Elite Partner
Certified to deploy and manage Apple devices with Jamf.
Apple
Authorized Reseller & Service Provider
Apple devices sold, deployed, and repaired by an authorized partner.
Dell Technologies
Titanium Partner
Certified to deliver Dell endpoints.
Cisco
CCST IT Support
Service desk staff certified in Cisco IT support.
Service desk
24/7/365, U.S.-based
More than 150,000 service desk contacts handled every year.
Endpoints
60K+ supported
Experience managing large Apple and Windows estates.
How Encore works
A process clients can trust.
Phase 01 of 05 Advise
Phase 01 of 05 · Advise
Workspace assessment
We review devices, support, and tooling against how your people actually work.
- Endpoint review
- Service desk review
- ITSM review
- Priorities defined
Phase 02 of 05 · Design
Service design
We design the device standards, support model, and ITSM workflows together.
- Device standards
- Support model
- ITSM workflows
- Roadmap & sign-off
Phase 03 of 05 · Implement
Onboarding & rollout
We onboard the service desk, enroll devices, and connect ITSM to your tools.
- Service desk onboarding
- Device enrollment
- ITSM integration
- User communications
Phase 04 of 05 · Manage
24/7/365 service desk
Our U.S.-based service desk supports your people around the clock.
- Service desk
- Endpoint management
- Patching & compliance
- Repairs
Phase 05 of 05 · Optimize
Experience & improvement
We measure the employee experience and act on what the data shows.
- DEX insights
- Ticket trend analysis
- Automation
- Quarterly reviews
Partners & certifications
Certified on the platforms you run.
Workspace partners
04
What's next for your infrastructure?
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