Synergy IT Solutions' Remote Monitoring Service (RMS) gives you the confidence of knowing that your network is under the watchful eye of our knowledgeable support engineers 24/7/365.
From the client and through infrastructure and servers, to the edge of applications, RMS from Synergy provides the most complete management services available. We use powerful software to manage and monitor your network and to alert us when problems occur. RMS constantly collects data through inspection and monitoring to identify any potential network problems in real-time. RMS also provides our engineers with the ability to resolve problems remotely and, if necessary, dispatch field engineers to your site.
It all helps us isolate issues, provide advanced warning of potential service problems, address problems quickly, and, most importantly, enhance uptime for your users.
Located in Buffalo, New York, Synergy’s leading-edge Help Desk is the cornerstone of virtually all of our services, as well as a vital part of our commitment to delivering end-to-end support. We provide end-user support for software application and desktop hardware issues, as well as complete help desk outsourcing. Using a dedicated Automated Call Distribution (ACD) queue, we’re able to answer each call as your representative 24 hours a day, seven days a week, regardless of call volume. Supporting calls from across North America, our Help Desk maintains an average:
The Help Desk has experience serving a wide range of customers, including a number of Fortune 500 companies, receiving and responding to thousands of calls and incidents every month.
Synergy’s frontline analysts adhere to industry-standard call center structures and hold industry-standard certifications.
Synergy offers help desk outsourcing for customers who need certified support technicians, but want to avoid the high costs of creating, training, and maintaining an in-house team. Our Help Desk can be a direct extension of your organization, with support that’s transparent to callers.
Synergy's Help Desk Services include remote support, diagnosis, and resolution for workstations, hardware peripherals, and network connectivity issues including password resets.
The Help Desk will troubleshoot the end user’s issue and attempt to diagnose and remediate the problem during the first call. If the issue cannot be resolved on that call, the Help Desk will escalate the incident to a secondary level and inform the end user.