IT Support to
Sharing our processes from the initial
meeting with you to your first day of
support, and beyond.
You aren’t happy with your current IT supplier and you are looking to
change. It is as daunting as moving house, with so many things to
consider. But we are here to make all of that a lot easier, so that you
really don’t have to worry about it at all. We are there with you and
for you every step of the way, even liaising with your current support
company, to ensure we can have all the information that we need to
make the transition as painless as possible for you.
Making It Easy For You
This document will be useful for anyone changing IT company, to
make sure that everything has been factored in for that change. We
also take on new businesses that don’t have any IT support and most
of the information that we share in this document is also relevant to
you apart from liaising with your existing IT company.
Getting To Know You
Firstly, we come and have a chat with you, and spend a little time
getting to know you as people and how you work. We will of course
discuss what sort of support you need and what your expectations are
from your IT support company. Once we know what you are looking
for, we will be able to send you over a proposal for our support and
let you have a look at it. We will of course be able to come back and
discuss it further with you, or we will be available via telephone or
email to answer any questions.
Getting the Ball Rolling
Once you have chosen Prosyn to provide your IT support, the first
thing that will happen is we will give you the mobile numbers of our
directors, so that you will have access to support as and when you
need, until you are properly set up at our end and your support has
begun with us officially. We want to ensure that you have us on
standby to help with anything during the changeover, and that we will
help as much as we can do.
Keeping You Informed Every Step of the Way
We will keep you in the loop every step of the way. There are a
number of admin steps that need to be completed before we can get
you up and running. The first of these is a letter that will be coming
over to you, which will outline what goes on before the support
begins and to make sure that we have all the information that we
need about your setup before we begin the support. The letter will let
you know the processes that you will be involved with during the
change – Accounts, Discovery Phase Onsite, Discover Phase Offsite,
Monitoring, Helpdesk and Recommendation Set.
When we email over the initial letter to you, we will also include a
Who’s Who sheet. This is a document that is sent over to you once a
quarter to ensure that we are up to date with all of the users that
require our support. The initial document will be completed as best
we can with the users that we know – and these are usually the Office
Manager/person in charge of the IT support and sometimes directors
– along with the site address and contract type. When we send the
form back to you to check quarterly, the form will be as up to date, so
it won’t be blank again!
Who’s Who Within Your Company?
The Who’s Who sheet will allow you to give different users different
levels of access to the Helpdesk, if you so wish, or for everyone to be
the same. Most of our clients allow all users access to the Helpdesk to
open remote cases, and then a select few are known as authorised
users who are allowed to give the go ahead for work that is classed as
non-maintenance and will be chargeable.
Our Accounts department will also be in touch during the initial
stages after you have chosen Prosyn, and this will be to make sure we
can get everything right from that aspect. You will receive a Direct
Debit mandate and a Credit Assessment form and we will then get the
financial side of things organised, so that payments can be made each
month. They will keep you informed of when payments are due, and
they will also be your first point of contact for anything money
Getting To Know Your Kit
Once we know who all your users are, we are then able to get in
touch to arrange the initial Discovery Phase that takes place onsite.
We will book a mutually agreeable time to come onsite and have a
good look at your network and equipment. This initial visit can take
between one and three days, depending on how big your company is.
We will need to have access to all of your equipment so that we can
get a comprehensive overview of your kit, and also to see if there are
any issues that require more urgent assistance. During our onsite visit,
we will get our monitoring software installed on to your devices, so
that we can track them daily. The second stage of the discovery phase
is done remotely, where we will get in touch with your existing
supplier to get various passwords and information that are vital for us
to gain access to your network.
Internally, all of this information is saved for access by our
engineering team. We have a Secret Server where passwords are
saved. This is a secure area which is accessible by trusted members of
staff only, via passwords. The rest of the information, such as your
network diagram, expiry dates for software support and details about
your hardware are all saved on a shared OneNote document.
We have a weekly engineers meeting where we will discuss a new
client and so everyone will be made aware of various aspects of that
new client, their requirements and their kit. The engineers that went
onsite for the discovery phase will share all the essential information
with the rest of the engineers, to make sure everyone is on the same
Welcome Aboard – Helpdesk Is Ready &
Once your support begins officially, you will have access to Helpdesk
directly so you can get help when you need it. You can contact us via
email or telephone to get in touch with an engineer directly. We will
then get a Recommendation Set out to you, and this will be a
document containing information about our findings during the
discovery phase and giving you an idea of when we recommend work
is carried out. For example, if you have an antivirus licence that has
expired then we will recommend getting that renewed as soon as
possible and we will provide a quote to get this renewed. Also, if you
have an older Server that is out of warranty but is working well, we
would recommend that you think about getting a post-warranty
support agreement with the manufacturer so that in the event of
something going wrong, we will be able to get the issue looked at
without too much additional cost.
Moving Forward – Our
Recommendations To You
The Recommendation Set is just that, where we recommend that
things are done, but of course it is down to you and your budget to
say when the work is approved. As well as the initial recommendation
set, we will also provide you with a three year IT roadmap, so that you
can see when warranties are expiring, and when we recommend that
you replace your hardware. We will also provide budgetary pricing for
you, so that you can see how much you may need to spend over a
certain amount of time.
Keeping Momentum – Daily
On a day to day basis there is a lot that goes on behind the scenes at
our offices to make sure you are up and running. The monitoring
software that was installed during the discovery phase is checked
daily for any abnormalities, as we want to be able to pre-empt a
problem before it becomes a disaster and means that there is any
downtime. We will contact you immediately if we see any issues that
have arisen and make sure that you are aware.
We hope that this eBook has been helpful to
Please feel free to contact us with any questions
that you might have. You can email
email@example.com or call us on 0843 636 2412
For more useful information and eBooks from
Prosyn, have a look at our website