MSP Calyx has launched an enhanced 24-7 in-house service desk that it claims will increase its customer support capacity by 200 hours a week.
Following an extensive consultation process with key customers, Calyx decided to enhance its ability to perform updates and essential maintenance out of hours, as well as taking steps towards addressing IT problems that arise overnight immediately.
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The new service desk also bolsters its ability to offer services to customers with assets spaced across multiple time zones, said Calyx.
Spearheaded under the guidance of Calyx head of support, Lynda Wieland, the project has also seen a number of new hires into the business.
“24 hour IT infrastructure monitoring and resolution came out as a top priority in our most recent customer consultation and we have responded accordingly with this major investment,”explained Wieland.
“With growing globalisation, it is no longer acceptable for support to only be available within a UK time zone or for UK customers to have to wait for the next day if a problem occurs because a service desk is closed.
“Likewise, companies can no longer afford to factor in downtime every time a fix or an upgrade is needed,” she concluded.
Calyx CEO Steve Clark added: “The new desk further enhances our offering, helping us resolve issues more quickly and ensuring we can always deliver optimum support. Our customers benefit from knowing their IT is in good hands around the clock, allowing them to focus exclusively on their core strategic objectives.”