Netrix Global provides you with a central point of contact that manages all incidents related to custom application support, standard hardware, software, and connectivity issues, as well as the provisioning of IT services. Our experience and adaptability to your requirements set Netrix apart from the rest. All of our services are customizable to meet the technical support needs of your organization — including 24×7, after-hours, and on-site support. Our top priority is providing the best possible service while resolving your end users’ technical issues quickly, efficiently, and affordably with our IT service management solutions.
Outsourcing your help desk allows your management to focus their 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, you can offer 24/7 support from a live representative, reducing frustration and complaints from clients or employees who need assistance after hours.
External service desk providers can be more costeffective 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, 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 meets your clients’ needs. Satisfied clients are more likely to 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, and managing incidents reported by customers through help desk and IT support solutions.
Our ITIL-compliant IT service management system provides daily, weekly, monthly, and targeted metrics. Each analysis report equips your management teams 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 are held with your Netrix Service Delivery Leader and your IT management to review performance and adjust services 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 variety 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 will put your mind at ease knowing your service desk needs are met, 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, 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 with the necessary company knowledge and technical capabilities 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 work with you to build 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.
“Netrix Global’s service team has always been top notch and has our network security as number 1 priority.”
“I have known Mike Cass, Principal Architect Netrix Global, for years (always does an excellent job) and recently had the pleasure of meeting Kelly McSweeney, Account Manager Netrix Global. The two have done an outstanding job in hitting our budget and explaining everything. It is because of them that I rated a score of 10. Great job team, it is much appreciated.”
“Netrix Global is a great partner on all levels - delivery, engagement, relationship.”
“As a longtime higher-ed customer, full hosting, and network support, Netrix Global has excellent support and services. I depend heavily on David Lyon, Account Manager Netrix Global, to guide the team expertly."
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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:
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