A skilled ICT service desk
Our engineers are happy to help you!
Not being able to work due to an IT problem is extremely annoying, we understand that all too well. That is why we strive to ensure that you have to call us as little as possible. If you do encounter a problem, such as a mailbox that does not synchronize properly or a file that does not upload, our IT Support team is ready to help you. We will solve the IT problem and ensure that you hang up with a smile.
This is how we do it:
- On- and offsite support: we won’t stop until the problem is solved
- Various contact options: reach us in your preferred way
- We measure customer satisfaction: we improve our services with your feedback
The benefits of Personal support at IT Synergy
Experts to help you
On-site or remote
Always available
By email, telephone or our ticket portal
We're going for a 10
And improve our services with your feedback
These customers can no longer do without
284 users
8 users-CSR
1063 users
56 users
1788 users
568 users
On-site IT assistance from our System Engineers
Onsite support
Onsite support means support on location. This form of IT support is provided by our system engineers. They come to you for personal assistance and to check all ICT in the office, from networks to printers. Depending on the size and needs of your company, they plan standard moments to view your environment and answer ICT questions. It may also happen that onsite support is needed ad-hoc, for example in the event of a large-scale disaster. In that case, our system engineers will rush to you immediately. Within our SLA, we make clear agreements about, among other things, response times and impact. This way, you always know where you stand.
Remote IT assistance with our IT service desk engineers
Offsite support
Offsite support means remote support. This form of IT support is provided by our service desk engineers. By phone, by email or via our own ticket portal. Offsite support is fully included in our SLA. So you do not pay per call or question. Our service desk team consists of 1st , 2nd and 3rd line service desk engineers, who can solve all types of IT issues.
How to request support
You can reach our service desk engineers in different ways. Depending on the situation and the impact of the problem, you choose what is best for you. Which ones? Check them out below!
Our IT support engineers can be reached via email. See here which email addresses we use per location. When you send us a message, your email will automatically be converted into a ticket. A support engineer will then be linked to this ticket, who will contact you if necessary. Through our ticket system, you can easily keep an eye on the phase of your ticket. When the ticket is completed, you will receive an email with confirmation and the possibility to give us feedback.
Telephone
Our IT support department is available by phone every working day from 8:00 AM to 6:00 PM for all your IT questions. When you contact us by phone, you will be connected to one of our service desk engineers. The engineer will convert your IT question into a ticket and assign himself or a colleague to it. If possible, we will tackle IT problems directly. This depends on the capacity of the ICT service desk and the impact that the ICT problem has on your company.
Ticket portal
Through our ticket portal, users can create a ticket at any time. This will then be sent directly to our support engineers. When you submit a support request via the ticket portal, it is processed directly within the ticket system. The advantage of our portal is that there is no human interaction. Only when the problem is addressed by one of our engineers will they contact you. Very useful for non-critical IT problems.
This is how we measure satisfaction with our IT Support
Smileback for improvement
We want everyone to love IT and that is only possible if all our customers and (end) users have positive experiences with our IT support. We therefore like to ask for feedback. This way we can find out what is going well and where the improvement points lie.
After each ticket
After each completed ticket we ask for a review. We do this according to the CSAT method. This works very easily via smileys and can be submitted within a few seconds.
Periodically
Periodically we do an NPS measurement. An NPS measurement gives us good insight into the general sentiment around our services and helps us to improve our ICT services.
We love feedback
These users already love IT
Our service desk is ready to help you every day when you run into problems. We think along with you and ensure that you hang up the phone with a smile. See below the experience of our users.
CSAT 88
458 reviews in the last 90 days
Frequently Asked Questions
For many people, ICT is abracadabra, so we make it as easy as possible. Is your question or answer not listed? Please feel free to contact us.
What is a ticket system?
Support requests are converted into tickets by our service desk team. These tickets are then processed, tracked and handled in the ticketing system.
What is remote support?
When you contact our service desk via email, phone or ticket portal, you will receive remote support. In most cases, we can solve problems by making adjustments to our systems. It is also possible that we temporarily take over your device to make changes to it.
When is the service desk available?
The service desk is available 24/7 by email and via the ticket portal. Telephone support can be requested on weekdays between 08:00 and 18:00.
What is onsite support?
With onsite support, our system administrators come to you. We do this periodically and when the situation demands it in the event of critical calamities.
