TPS offer both 1st line and 2nd line support services:

1st Line (Merchant Help Desk)

TPS offer a bespoke 1st line service to our customers’ merchants and can answer calls under TPS or under our customer’s business name.

A single telephone call will provide merchants with a fast route to the technical and operational support services they require:

 • Help desk advice
 • Engineer assistance
 • Consumables order line

TPS setup and train helpdesk agents to be able to support our various customer’s solutions to manage all merchant queries. The 1st line help desk is staffed to meet our customer’s service level requirements.

2nd Line Help Desk (High level technical support)

If in the event that the 1st line help desk agents cannot resolve an issue within a reasonable period of time the helpdesk agent will create a ticket for the technical support 2nd level team.

This team consists of specialised agents with a higher level of knowledge that will assist the 1st line team in resolving the issue. The 2nd line team has an expansive knowledge of the terminal hardware and software and will be able to help the 1st line agent to resolve the issue or understand where the fault lies so it can be rectified.

This method ensures that 1st line agents are continually expanding their knowledge and skills to be able to resolve merchant issues on the first call.