Service Desk The Centralis Service Desk acts as a single point of technical contact for customers, providing expert Citrix support and managed services to many thousands of concurrent users across the UK for customers from leading Blue Chip corporates and major public sector organisations to medium-sized business.

Service Desk

	Managed Service Customer Case Studies
	NSK Managed Service delivers improvement for key UK manufacturer. Royal Marsden Hospital NHS Trust Delivering secure access to patient records for major cancer treatment hospital. LGC International access for UK scientific standards agency.
	Business Issues
	Standards - Enforce and report on critical standard settings across your environments using Centralis tools Responsiveness - Ensure your internal teams have access to the latest, best practice advice User Experience - Unhappy users don't always log faults - but their productivity always suffers.  Effective support and management improves user experience and encourages users to log issues Pro-Active Management - A cost effective way to ensure that business critical environments are fit for purpose - before your users connect to them

The role of the Centralis Service Desk is to provide support and managed services, assisting the customer by acting as their expert resource:

• Helping to restore operational service in the event of a problem
• Accessing customers systems (subject to authorisation) to carry out diagnostic checks
• Giving advice and guidance on configuration, maintenance and change issues
• Consulting Centralis internal, vendor and 3rd party knowledge bases to provide information and advice
• Escalating calls to Centralis Consultancy Services

All Centralis Service Desk staff are qualified IT professionals, certified to at least Citrix CCA level, with real-world experience of managing some of the UK’s premier Citrix installations.

What Support Services do we provide?

Three levels of support service are available:

• Technical Support (unit-based),
• Premium Support (unlimited) and
• Managed Service

Extended hours and 24 x 7 x 365 standby support are available as options.

Many organisations combine Centralis consultancy, software and support services under a framework agreement to reduce costs and simplify budgeting.

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Core Service Desk Tasks

• Receive all calls and e-mails on incidents.
• Record incident details including classification & prioritisation.
• Analyse the call and customer infrastructure information to provide immediate feedback on possible resolution or short term fixes.
• Handle incident escalation to consulting and service management where required.
• Carry out health checks, quality reviews and best practice audits.*
• Provide day to day pro-active systems management, performance tuning and updates.*
• Issue updates to the customer on progress and resolution.
• Provide detailed monthly reports on farm and application usage*
• Report to customers on Service Desk performance against SLAs.

* Included in the service cost for Managed Service customers

What is our experience in providing Support?

Track Record: Centralis has been providing this service for over twelve years, logging and resolving thousands of helpdesk calls every year.

Experience: Centralis has provided support to customers across every vertical sector and all aspects of the public sector.

Systems:  Centralis maintains a service desk system with an integrated knowledge-base with tens of thousands of entries covering specific issues matched to incident and configuration details.

Commitment: All Service Desk staff are full-time Centralis employees with appropriate levels of professional certification.

Resources: We leverage our award-winning consultancy services to help resolve complex or high priority calls.

Managed Services

Customers selecting a Centralis Managed Service free up their support staff for other duties, allowing a dedicated and experienced team to take over day to day monitoring, tuning and troubleshooting of the Citrix farm.  Comprehensive reporting is available from our unique Greenlight tool (please see the Greenlight website)

For more information see our Managed Services section or contact sales@centralis.co.uk.

Framework Agreements

Centralis Framework Agreements allow customers to have a single commercial agreement in place which covers any combination of support, managed services, software, project work and ad-hoc consultancy.

Typically such an agreement is more cost-effective for the customer and can also be used to simplify budgeting by fixing pricing and spreading project and support costs over an agreed period.

For more information on framework agreements please contact sales@centralis.co.uk.

Try our Service Desk free For a limited period we are offering selected UK organisations the chance to try our Service Desk free of charge. Click here to apply.

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