Service Desk
Synergy has a dedicated service desk to assist when things go awry. Our service desk is available 24/7/365 and tickets can be logged in numerous ways. We are not a traditional help desk or a generic call center. We pride ourselves in our personalized approach to user support following a simple, but key, directive – think of us as your very own internal support desk.
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We want you to know and feel comfortable with the people you are working with, so we assign a support lead who will be there to work with you on any issues that need a little bit more of a personal touch, including, but not limited to, tricky software issues, escalating hardware repairs, and prioritizing new installations and system upgrades. We understand the aggravation of a work interruption, so we aim to execute our work as professionally and efficiently as possible within agreed service levels.
Our Tools For Success
When you work with Synergy, you get our people and our tool bag.
Ticketing System
All of our projects and services are managed through our ticketing system, which you can access via your own Self-Service portal to log and track progress on our work. The system is transparent. In it, you can read the internal notes and get as involved as you like in the status of your issue.
On a monthly basis, we will let you know how we are doing in terms of ticket volume, customer satisfaction and service levels. You can also access data visualization tools within the system to slice and dice the data as you need for your own internal reporting or measurement purposes.
Network Monitoring & Management
This amazing set of tools enables us to monitor and manage the health of infrastructure, workstations, data backups and more. Through real-time monitoring, we gain detailed insights into the performance of the systems you use every day. By setting thresholds, we are able to better forecast and address potential issues before they cause any noticeable work interruptions.
