The Syntax ServiceDesk provides customers with a world-class support capability by combining advanced infrastructure management technology, ITIL best practice processes, ISO 9001:2000 quality management systems and access to IT experts.
The Syntax ServiceDesk is a single point of contact and responsibility, providing customers with hardware and software support, IT operational management services, plus advice and guidance on how to get the best value from technology. It is operated by skilled, experienced and qualified technicians who are able to manage queries through to resolution.
Service request management uses a first, second and third line escalation approach and on-site technicians are available if any problem cannot be solved remotely. The ServiceDesk operates tailored Service Level Agreement (SLA) management and call prioritisation, providing customers with a high quality, flexible service.
Central to this, the ServiceDesk uses an in-house custom built web-based system to manage all service and support requests, called Syntax Incident Manager (SIM). This gives customers real-time visibility of their service requests by showing the details, status, owner, estimated completion time and performance against the SLA.
Benefits
To find out more about Syntax ServiceDesk, please call us on 020 7307 5008 or email at enquiries@syntax.co.uk.
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