Syntax ServiceDesk
The Syntax ServiceDesk provides customers with first rate IT support in London by combining highly skilled technical consultants, best practice service management, and ISO 9001:2015 quality management systems with over 29 years of IT experience.
The ServiceDesk operates from 07:00 to 23:00 Monday to Friday, with weekend and 24×7 access by arrangement. We offer customers a single point of contact for computer services in London and we provide all the IT services required by a customer looking to outsource IT services in entirety.
The ServiceDesk is manned by skilled, experienced and qualified technicians who are able to resolve the majority of queries on first call. We do not employ call loggers or junior staff in IT support help desk service provision.
The ServiceDesk operates tailored Service Level Agreement (SLA) management and call prioritisation systems, providing customers with a high quality, flexible service to suit their business. 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.
To manage queries and incidents, we use a fully integrated business management technology from Autotask, which also provides customers with access to real-time data relating to service requests and systems health.
Benefits of our managed IT Services London
- High quality service delivered under ISO9001:2015 quality management systems and ITIL best practice
- Single point of contact for all IT related queries
- Direct support from highly skilled, qualified and experienced consultants who are able to resolve the majority of issues on first call
- Structured IT Service Management processes, based on approved industry best practice
- Customised Service Level Agreements
- VIP response levels for senior executives
- Managed IT services London businesses can rely upon
Find out more about how we can help you with all your IT needs
Call us today on 020 7307 5008
Our aim is to develop long term relationships with our clients, acting as a trusted advisor, proposing and managing strategic solutions that significantly improve business performance.
On average, how fast are your response times once we log a query?
We have a contracted SLA, that details the method that the ServiceDesk determine the priority categorisation, through Urgency (the number of users affected) and Impact (the impact on a person/s ability to perform their job). From this matrix (that is programmatically included in the service management system – Autotask) the priority categorisation is assigned. The ‘Priority Categorisation’ & ‘Service Level Targets’ within the attached Service Overview and Costs details the associated response and resolution targets.
In reality when someone calls the ServiceDesk will often start working on the issue straight away (as mentioned we do not employ call loggers so everybody you speak to will be empowered to resolve the issue).
What is your hourly rate for activity not included within the support contract?
This depends on the specific requirements and associated engineer skill level but range from £120/hour for a ServiceDesk Engineer, with a Senior Engineer at £140/hour, and our most senior Technical Architects at £160/hour.
