Citrix Support & Managed Services : the Centralis Service Desk

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

The role of the Centralis Service Desk is to provide Citrix support and assist the customer by acting as an expert resource:

• Helping customers 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

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

What Citrix Support Services do we provide?

Three level of Citrix support service are available: Technical Support (unit-based), Premium Support (unlimited) and Managed Service. Many organisation combine Centralis consultancy, software and support services under a framework agreement to reduce costs and simplify budgeting.

	""We approached Centralis in order to regain stability of our existing Citrix infrastructure that had become uncontrollable and unstable. Centralis provided all the technical assistance and guidance onsite and remotely."
	Mark James, IT Technical Services Manager, Crest Nicholson plc

• 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.
• Report to customers on Service Desk performance against SLAs.

* Included in the service cost for Managed Service customers only

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What is our experience in providing Citrix Support?

• Track Record
  Centralis have been providing this service for over ten years, logging and resolving over 1,000 technical support calls a year.
• Experience
  We have worked with leading organisations across every vertical sector.

• 	With nearly 1 year's experience of Centralis, I am impressed with both the quality of the service provided and of the people who deliver it."
  	Terry Ward, I.S. Operations Manager, NSK

  Specialisation
  We specialise in providing this service for Citrix customers – we do not offer a general helpdesk service.
• Systems
  We maintain a service desk system with an integrated knowledge-base with over 34,000 entries covering specific issues matched to incident and configuration details.
• Commitment
  Centralis is committed to customer service and regularly reviews customer satisfaction.
• Resources
  We leverage our award-winning Citrix consultancy services to help resolve complex or high priority calls.
   

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.

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