IT Support Services
At Syntax, we pride ourselves on being able to fix the majority of support incidents remotely without the need to visit site. For our support customers, this means that costs and interruptions to business are kept to an absolute minimum.
As the first line of support, all Syntax contract customers are linked via a secure VPN to our technical support staff who will diagnose, prioritise and where possible rectify the fault, first time round. This allows an almost immediate response and faster call clears resulting in the majority of all logged support incidents being fixed within hours and not days.
10092
support incidents successfully resolved in the last year alone.
3 Core Elements to Remote IT Support
The Syntax Team
The Syntax IT Services Technical Team are professional, helpful and understanding. We recognise that when our customers phone for remote IT support they require plain speaking solutions to their IT difficulties and not just technical jargon. As such all of our technicians are trained to communicate a technical problem in a non-technical manner.
Remote Support Agent
Syntax install our Secure Remote Support Tool on each of your workstations, servers and supported systems. This tool enables us to proactively monitor and connect securely to resolve any issue, be it of a proactive or reactive nature. Security is of paramount importance therefore our agent only ever connects over HTTPS using 128 bit encryption with encrypted IDs.
Internal Support Management
Internal Support Management system enables Syntax to track and manage all customer IT assets and support incidents though to resolution. Syntax log both proactive and reactive support incidents against the respective asset and by paying particular attention to ensuring all are correctly categorised we are able to identify recurring patterns. Service delivery reports are a standard feature for our Support customers.
Onsite IT Support
IT Service Management
Core to our ethos is the concept that Syntax acts not just as an IT supplier but more of a strategic partner, working with you and your business ensuring that IT Systems are aligned with current and future plans. Syntax invest and apply the correct level of resource needed in order to establish these common IT Service Management objectives.
Proactive Approach
For more complex IT estates Syntax commit to an agreed number of customer site visits per contract period. These proactive site visits are for the purpose of carrying out scheduled project work, planned preventative maintenance tasks and to ensure that the voice of the business is heard and where needed used to further shape IT vision and strategy. Many of our competitors wait for the phone to ring and then they react to the situation.
Fully Managed Service
Syntax recognise that our customers may have historically purchased their IT Services and products from a variety of different suppliers for a variety of different reasons. Therefore, Syntax are able to provide a true solution with a dedicated team to fully manage IT. For our customers we manage 3rd party providers of; hardware, software, communications and professional services, Syntax aim to be at the very centre of the IT strategic partnership.
Proactive IT Support
Syntax operate a proactive approach to IT Support, in plain terms, proactive means; prevention or resolution before impacting end users. As standard, all Syntax IT Support customers benefit from a managed proactive service, monitoring core hardware, including individual components and business critical software services 24 x 7.
Proactive support is facilitated by two key components; our remote monitoring tool and our professional team of proactive support engineers. Monitoring tools are configured to detect and automatically alert service desk engineers of the slightest in adverse changes. Automated alerts create support tickets which in turn are each allocated to the best qualified engineer to ensure a prompt resolution is achieved.
53%
Of All Support Incidents are Proactive
From CPU utilisation for a process to the length of an SMTP queue, we know as soon as there is a problem
Proactive Support is standard in any of our support solutions.
Most importantly, as a transparent service, proactive and automatically generated support tickets are reported back to customers separately to those manually raised by their employees. In our experience, when we are reviewing support with a customer, proactive support incidents have gone unnoticed, which is the way it should be.
Asset Management
IT Asset Management
Syntax are proactive in establishing and maintaining IT asset inventories, through this our customers gain; complete visibility into their technology, a proper understanding of what systems and equipment exist, where components reside, how they are used, what they cost, and how they affect core business tasks. Armed with this information, Syntax are able to improve infrastructure efficiency and performance, and minimise related overhead costs.
3659
Servers - Workstations - Laptops - Routers - Access Points - Firewalls - Switches...
14340
Operating Systems - Office Applications - Graphical Design Packages - CRM - ERP - Accounts Software...
Software Asset Management
Syntax are proactive in ensuring accurate software asset management is achieved, through this our customers gain confidence that; all licenses are fully allocated and there is no overspend on wasted licences, they have the ability to accurately forecast and budget for future upgrades therefore avoiding unexpected software costs and that software licensing compliance is attained thus mitigating the risk of fines for non-compliance.