Access to a service desk or help desk ensures your IT team is not constantly fire-fighting and dealing with enquiries, leaving you time to concentrate on more strategic business related projects.
Symitry Ltd can service clients throughout the UK with a team manned by qualified engineers who take pride in their accreditations with leading vendors including Microsoft, HPE, HP Inc, Lenovo and Vmware to name a few. This gives you confidence in our ability and the knowledge that your requests are being handled and managed by experts. You have a single point of contact for your questions and problems which saves you significant amounts of time. Our attention to detail with the use of accredited engineers results in a high percentage of calls being fixed during the first call.
We track all calls across the help desk, with logging, call management and an escalation process if required. As all incidents and requests are captured, regular reports can be provided which highlight key business intelligence and call trends.
First line support via the telephone. These calls are normally logged by end users and may involve password resets, print queue clearing, moves, adds or changes. If required, our engineers have the ability to remotely control the user's desktop and quickly diagnose a problem for a first time fix.
Second and third line support via telephone and email. These calls are usually logged by IT staff, where basic troubleshooting has already taken place. Remediation is carried out remotely where possible. If the problem is not resolved then our engineers will escalate the issue with the appropriate vendor and maintain ownership of the calls' lifecycle.
Why choose Help Desk?
- Allow our clients to stay focused on their core tasks and priorities
- A central point of contact for your questions and problems
- Client confidence that expert help is a phone call away
- Direct communication with experienced, qualified technical support engineers
- Easily scalable as clients grow
- End user issues resolved quickly, with no input from your IT team required