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. 

Single Point of Contact 

To make dealing with IT as simple as possible for the end users Skye would act as a single point of contact for all issues and problems. This eliminates the hassle of having to chase multiple providers and also ensures Skye has complete visibility over the infrastructure and client base. In terms of delivering this,

Skye Cloud provide every user with a telephone number for the helpdesk along with the Email address for the support desk to log calls and if necessary, we can implement a dedicated line to create the perception of an internal department. 

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.

Satisfaction Prioritisation 

Upon closure of each ticket, the user is presented with a mini satisfaction survey, the results for which feed into our CSI platform and can be shared in the form of a monthly report.