Change you IT Support to Prosyn


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There are a lot of IT Support companies around in London. But, there are not all made equal. Find out the reasons that you should make the switch to Prosyn IT Support.

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Change you IT Support to Prosyn

  1. 1. Changing your IT Support to Prosyn Sharing our processes from the initial meeting with you to your first day of support, and beyond.
  2. 2. 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.
  3. 3. 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
  4. 4. 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. Money Matters 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 related.
  5. 5. 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 page.
  6. 6. Welcome Aboard – Helpdesk Is Ready & Waiting 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
  7. 7. 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 Monitoring Checks 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.
  8. 8. We hope that this eBook has been helpful to you. Please feel free to contact us with any questions that you might have. You can email or call us on 0843 636 2412 For more useful information and eBooks from Prosyn, have a look at our website