A proven track record in Managed Services

As a Managed Service Provider (MSP) Skye Cloud can remotely manage your IT infrastructure. We can provide a wide range of managed IT services, including:

1st, 2nd & 3rd Line Support 24/7/365
Business IT Solutions
Network Support
Project Based Consultancy
Backup & Disaster Recovery

24/7 Remote Monitoring
User Security – Antivirus, 2FA,

Web Filtering etc

Proactive Maintenance

High customer service levels

Skye’s Support Centre is UK based and well placed to service London and the South East. Our team of highly skilled analysts are on call and ready to manage your IT virtually or on-site. Service desk calls are answered directly by technicians with the necessary hands-on experience to manage your on-premise technology.

How it works

Our chosen Service Desk Tool; Autotask (now Datto), is built around, and incorporates workflows and processes aligned with the ITIL framework. This integrates with a suite of tools that alert them to potential issues, in-depth system information (from both the data centre and our clients systems) and enable them to connect remotely to affect a speedy resolution. Once access is granted for the platform, our team has visibility of tickets both past and present. And that’s not all. The portal can also be used to run off or automate insightful reporting. Combined, our people, products and process approach means we currently resolve 92% of calls remotely and at the first point of contact.

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Increased Support Availability with 24/7 Monitoring

Digital transformation in the corporate world has fuelled an always on approach to business. To keep up with this demand, businesses simply cannot rely on an individual or small team to provide cover 24/7.

Our team is vast and consists of numerous engineers that are on hand to answer the phone and respond when needed, not when they get round to it, providing round the clock cover to mirror the operating hours of the business.

When you outsource your helpdesk to a managed IT solution from Skye Cloud, you experience the benefits of improved flexibility and the increased availability from our team of professional customer support staff who are on hand 24/7 to provide the support you need, when you need it.

Improved Response Times with SLA Transparency

Many in house IT teams do not operate within structured SLA’s and response times are often driven by workload, availability of resource and internal politics/hierarchy. Skye Cloud’s service desk incorporates pre-defined SLA’s at it’s very core, that our engineers strive to achieve and ultimately, we are contractually obliged to deliver.

Our professional helpdesk service team leverage our sophisticated technology to remotely access your IT infrastructure and network so we can diagnose and address issues faster.

It’s our responsibility to ensure calls are handled quickly and efficiently, meet agreed SLA’s and improve overall response times for your internal workforce as well as your customers and clients.

In addition, by managing the escalation of tickets to the manufacturers or third parties, we can provide complete visibility in terms of how they are performing against their own SLA’s for more efficient contract management and negotiations.

Reduced Costs through Established IT Support Model

When you outsource your help desk operations you remove the requirement to invest in expensive service desk tools, ticketing systems and numerous applications that deliver remote control, software distribution and inventory management capabilities.

This coupled with the investment in people to operate and manage the environment can lead to high costs which for many businesses presents a significant barrier to scaling their operations efficiently and effectively.

By choosing to outsource your helpdesk service, the client benefits from an established support model with the tools, people, process and workflows already in place to easily and efficiently support their systems and end users.

In addition, the proactive services often offered by outsourced providers such as remote monitoring, management, and administration optimise the health and stability of core systems that eliminate the cost of unexpected downtime.

Depth of Technical Skills from Experienced Support Team

Another fundamental benefit of outsourcing your IT is the depth of skills available. Our team of highly experienced technical support staff are experts within the Industry and are equipped with the IT skills and knowledge required to adequately and properly resolve issues.

Rather than just relying on an individual or small team, who’s experience may be limited, our Support Team possess a deep understanding of most technologies, solutions and manufacturers to cover their entire infrastructure with confidence.

Greater IT Support Visibility with Advanced Reporting

The automated reports we produce on a monthly basis provide complete visibility into our client’s IT estate and valuable insight into the systems and users. This insight can be used to make proactive recommendations around any short, medium and long term improvements or highlight potential training requirements that will enable the business to achieve greater value out of their IT investment.

Discover the right outsourced helpdesk solution for your business

Whether you are a start-up or small business with little in-house expertise or an enterprise organisation looking for support in a particular area, contact us to find out how to cut costs, future proof your IT systems and discover the best service desk solution for your business.

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