Synoptek’s Help Desk is a centralized, single point of contact for all your IT and business needs. Our team comprises of technology professionals who are on stand by, waiting to serve our customers. In addition to experts being available 24/7, our service is an end-to-end IT solution which also includes Hardware Support, Operating System Support, Network Connectivity Support, Microsoft Office Application Support, Email Support, Asset Management, Anti-Virus, and Patch Management.
We begin the onboarding phase by assigning a dedicated team focused on helping you transition from where you are today onto the Synoptek service and technology platforms. Our team will work closely with you to document your IT support environment – through a series of structured meetings that are designed to understand and capture your requirements and critical success factors. We clearly define objectives and deliverables and make sure our Help Desk solution aligns with your strategy.
For implementation, we identify users as well as support staff, finalize the incident logging process, prepare a training plan, and identify the infrastructure required for successful Help Desk implementation. Once the implementation is complete and once the Help Desk is ready, you will continue to partner with your assigned regional team leaders, so that as requirements change, our experts are there to help you.
Through our Help Desk, we make sure to log all incidents and requests and categorize and prioritize them based on the guidelines. We take ownership of all incidents and monitor their progress until resolution. We manage the entire lifecycle of incidents and requests, escalate them as needed, and close them when the user is satisfied. Using our Help Desk Services, you can improve the efficiency of incident logging and resolution, provide users a seamless experience, and improve the productivity of your employees.
We provide our best effort and work with our customers to generate guidelines to log and route incidents – not supported by Synoptek – to identified vendors for support. Our team is available 24x7x365 and staffed with experienced IT professionals to be your advocates and help deliver the services you require.
If you’re struggling to resolve incidents through our existing IT Help Desk, what you need is a more streamlined approach to issue resolution. Get in touch with us today!