24/7 IT Service Desk

Following the best practice principles set out by ITIL and utilising a best of breed class technology infrastructure, Cyntergy provides client specific IT Service Desk for organisations wishing to outsource all or part of their IT support model.

Our services are delivered predominately as part of a shared service, however fully or part dedicated resources and teams are also built to meet individual requirements. Cyntergy provides 1st and 2nd level support options, maintaining the ownership of all incidents whether resolved at Cyntergy or passed to a 3rd party vendor.

All clients receive customised reporting for real-time and historical data including access to their own reporting web portal. In addition, a monthly operational review meeting is built into the cost of every service contract.

IT Support provided in English or as a multi-lingual option for:
• Hardware, software and operational problems
• Bespoke retail, hospitality, leisure software applications
• User management (password resets, new users, active directory)
• MS Office applications
• Infrastructure including LAN & WAN
• Telecoms

What does it cost?
Cyntergy typically prices its service desk by the incident. Costs to a client will depend very much on the volume of support incidents anticipated and the level of service required. Some of the pricing variables taken into account are:

• Volume of incidents
• How incidents are logged – email, phone, on-line
• Level of support (1st, 2nd, 3rd)
• SLA’s around different call priorities
• Hours of service
• Languages supported
• Average speed of answer required
• Target resolution % at Cyntergy
• 3rd party Vendor Management
• Reporting requirements
• Service Level Management options

Flexibility & scalability
Cyntergy’s support service is designed to the flexible and scalable, both operationally and commercially, which enables us to address the support needs of our clients both now and into the future. The only thing predictable for the future is change and we believe that using our IT support services gives our clients the security that they can adapt to whatever is required in the future.

Tailored to your needs
We believe Cyntergy should be a virtual extension of your team, adapting to the needs of your organisation. Before taking on any service, a set up plan is agreed outlining exactly how the service will work and ensuring that the team is sufficiently trained to meet the service levels from day one.

All of our services are tailored to meet the needs of each client with their own unique phone number, email addresses and support database. Support incidents are received by the teams responsible for and skilled in for each client service either by phone, email or from our web-based service desk system.

Once logged in our call management system (HEAT), incidents are managed to defined client specific SLA’s and processes. Where beneficial in making the support process more efficient, a two-way interface is developed between HEAT and other 3rd party call management systems. Email and SMS escalations can be provided to ensure our clients are always up to speed regarding serious issues that could be impacting their business.

No matter where your business is based, there is never a communication barrier. Be it a network, hardware or software issue, when you call, you will take great comfort that there is always someone at Cyntergy that can talk your language and find a solution.

Our core philosophy
Our belief is that utilising our Service Desk should allow a client to experience improved service to their end users, whilst at the same time, gain significant cost savings over an in-house service desk. Our staff are recruited from industry and to enable us to give the highest level of support they all have to have excellent customer service skills as well as technical aptitude. Although our services are already great, we still believe working with our clients on a programme of continual service improvement is essential to ensure the long-term success of our business.

Working with Cyntergy will prove exactly how a business partner can become a seamless part of your business and deliver a first class service desk solution to you. With today’s 24/7 – 365 day a year business culture, offering around the clock IT support services is essential. Cyntergy is here no matter when you need us, solving your problems.

 
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