Optimize your day-to-day IT operations with expert IT service management. Netrix helps you extend your IT team with skilled resources and a dependable 24×7 service desk, allowing your staff to focus on strategic initiatives that move your business forward.
Netrix Global provides you with a single point of contact that manages all incidents and service requests, ensuring clear communication and a strong connection for custom application support, standard hardware, software, and connectivity issues, as well as the provisioning of IT services. Our experience, adaptability, and ability to align with your requirements set Netrix apart from the rest. All of our services are customizable to meet the technical support needs of your organization and industry, providing comprehensive support, including 24×7, after-hours, and on-site support. Our top priority is providing the best possible service, reflecting our commitment to resolving your end users’ technical issues quickly, efficiently, and affordably with our IT service management solutions.
Outsourcing your service desk allows your management to focus its strengths on areas where your company excels and can add the most value with IT management support services.
By outsourcing to workers in different time zones around the world, you can offer 24/7 support from human agents across multiple support channels, including chat, phone calls, and email, reducing frustration and complaints from clients or employees who need assistance after hours. Support can also be delivered in multiple languages to better serve global users.
External service desk providers can be more cost-effective than hiring an in-house team. With a proactive approach to service, you can save on lost productivity from employees waiting for resolutions.
Outsourcing your help desk includes hiring employees, reducing the burden on your HR department. You'll have access to a team of thirty support agents, with 4-5 becoming experts in your specific business support areas, delivering comprehensive IT support services.
A fully trained help desk available 24/7 and providing quick resolutions ensures a fast response to meet your clients' needs, allowing our teams to respond efficiently and ultimately support your sales and business growth. High client satisfaction increases the likelihood that customers remain with your company and do more business with you, increasing profits through reliable business IT support.
Minimize logistical complexities and operating costs with our proven approach to logging, tracking, monitoring, and managing incidents reported by customers through help desk and IT support solutions, self-service portals, and a centralized knowledge base. Many routine requests can be resolved through free self-service resources, reducing ticket volume and resolution time.
Our ITIL-compliant IT service management system provides daily, weekly, monthly, and targeted metrics through a centralized platform that is crucial for informed IT decision-making. Each analysis report equips your management teams and the board with insights on various aspects of IT services, including incident, problem, and change management, while business-level strategic reports measure the effectiveness of incident and problem management processes.
In addition to our standard reporting, monthly status meetings promote ongoing collaboration between your Netrix Service Delivery Leader and your IT management to review performance, discuss account priorities, and adjust services and tasks accordingly. An accompanying report will be provided that includes an executive summary, IT help desk support services metrics, resolution rates, closed ticket analysis, open ticket analysis, product analysis, and division/department analysis.
Long story short, our goal is to provide complete transpaency while delivering proven success.
Netrix Global offers a range of options for IT service management to fit whatever your organization’s needs may be. Our Service Desk solutions can be delivered in several flexible models:
Our around-the-clock support ensures service desk needs are addressed with the right level of urgency, whenever they come up with our remote IT support services.
Resource Location: Remote | Resource Type: Shared | Times of Service: 24x7x365
We can complement your on-staff service desk to provide coverage during their off-shift hours and cover critical service requests, so your end-users get the benefits of a 24×7 support model, enhancing your managed IT support strategy.
Resource Location: Remote | Resource Type: Shared | Times of Service: After Hours, Weekends, and Holidays
We provide a dedicated team of IT experts and support engineers with the necessary company knowledge and expertise across modern technologies to deliver quality support for your end-users during traditional business hours, offering comprehensive business IT support.
Resource Location: Remote | Resource Type: Dedicated | Times of Service: 12-hour shifts, 5 days a week
Our Netrix-staffed IT technicians are physically on-site at your location, working hand-in-hand with your team to provide on-the-spot IT help desk support.
Resource Location: On-Site | Resource Type: Dedicated | Times of Service: Standard 40-hour Work Week
Still not seeing the exact model you need? Don’t panic; we can lead the design of a program that meets your exact needs.
When Spring Education Group realized their in-house IT team and infrastructure was not a scalable option, they looked to Netrix Global as the outsourced IT operations partner that could manage their infrastructure and provide fast technology support for their growing number of educators.
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No matter what challenge you’re facing today, our team of technical experts can get you started on a path to a better solution. We’ll partner with you to:
