We provide the services you need to support and optimize your day-to-day IT operations and service desk. Empower your IT team to focus on initiatives that grow your business, while our team of experts put out your fires. Whether you’re looking to augment your internal support team with additional technical resources or fully outsource your entire service desk function, we’re your partner.
We know staying out of the day-to-day IT support operations can be a challenge. When your team spends more time fighting fires than innovating your business, it can be a costly issue – not just for IT but for the business as a whole. We provide quality service and support leveraging industry-leading tools, frameworks, and best practices so your teams can get back to what drives your business forward. Our approach enforces live dashboards and regular reporting to ensure you retain complete visibility and quality control while taking the burden of daily operations off your plate.
Our Service Desk provides IT Service Management (ITSM) capabilities for end-user support processes, including incident management, request fulfillment, and change management. Our team of IT experts can manage a variety of systems including personal computer software, end-user device hardware, and custom applications and core business systems. With the Information Technology Infrastructure Library (ITIL) best practices engrained in our operations, we provide not only immediate support but also long-term value for your organization.
We provide a client-facing ticketing portal and monthly reporting complete with an executive summary of key performance indicators (KPIs) for business leadership alongside detailed reports that analyze granular ticketing and resolution data with the ultimate objective of continuously improving our employees' satisfaction.
Our service delivery leadership provides daily operational responsibilities and personnel management to ensure target Service Level Objectives (SLO) are met and that your specific Customer Care Procedures Database is maintained. They will also conduct root cause analysis (RCA) on recurring or high-risk in order to decrease the likelihood those incidents will occur again.
Our service desk provides first level support for end-user incidents and requests, escalating second and third level support back to your teams as needed. However, if you're looking to centralize ticket escalation to a single provider, our service desk can escalate second and third level support to our Technical Operations Center (TOC), so your team stays focused and time to resolution is faster.
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."
Get your internal IT teams out of the daily operations of supporting your end-users and refocus their time and talents on the projects that will innovate your business for the challenges of tomorrow.
Stay up to date with the latest trends, frameworks, policies, and best practices.
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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