A Co-Managed Services is an IT Support function designed to work with existing IT teams with organisations who require specific delivery of services via 1st, 2nd or 3rd line Service Desk Analysts, during daytime or out of hours.
We believe the IT Team are the backbone of any modern business, whether that be a 500 user business or 5000 users. The IT team shoulder the responsibility for keeping essential business systems running and dealing with issues when things inevitably go wrong. In our experience, the important members that make up an IT team collectively possess a wide range of skills and experience, however it’s impossible for them to know everything. Often, a shortage or gaps in the skills matrix can result in the IT department not being able to fully offer the vest experience to end users, potentially having a negative effect on productivity.
We can design a service just for you
HybrIT recognise that organisations often look to outsource specific parts of their IT service delivery in order to be able to deliver a first-class service to their end users. This outsourced function can be delivered a number of ways:
1st time fix
Using HybrIT as single point of contact for all end users, allowing us to triage incidents, provide a first time fix or scalate accordingly to senior analysts or 3rd parties. This service would allow HybrIT to ensure all your users experience a slick and well organised support service.
2nd or 3rd line support
This is a popular service with internal IT teams where HybrIT provide an escalation service. An example model would have the 1st line service consumption flow through an internal team within a customer’s organisation, but when incidents need resolving by a 2nd or 3rd line senior resource, HybrIT would act as a resolver. This is especially useful when you operate your IT using multiple complex technologies and struggle to cover all skills gaps with your existing staff.
24x7 & Out of hours
HybrIT support many international businesses by helping their users directly or maintaining uptime on their infrastructure. Having a 24x7x365 Service Desk operation we are able to ensure that IT services are delivered regardless of the time of day.
1st, 2nd or 3rd line bespoke Service Desk Support
24x7x365 around the clock support available
Fully ITIL and ISO 27001 governed service function
Link project delivery with Service take-on
Expertise from senior industry experts in a wide range of technologies
Utilise 3rd line escalation for complex issues
Recovered productivity freeing up your IT team's time to focus on internal tasks